While some companies don’t exactly take care of their customers, others know how to court their patrons. Though it shouldn’t be, it’s impressive when a company actually does something as simple as providing customer service, in a time when customer care is outsourced to foreign outlets, and every interaction with the company is reduced to a series of voice-menu options and automated e-mail responses.
More than a few years ago, I bought a pair of Dickies brand bib-overalls for wearing while working around the house. For years, they have fit the bill nicely, holding up under all sorts of extreme conditions while I did everything from building a pallet shed to threshing out a maze in the high weeds in the hot North-East Texas humidity. I’ve been very proud of these overalls, and they are always a go-to part of my working wardrobe. That’s why I was crestfallen to discover that part of the overalls did not survive a recent ride in the laundry. The little buckle that holds the strap together seemingly disintegrated in the dryer. Crushed, I fired off an e-mail to Dickies, letting them know of my dismay, and asking where I might obtain replacement parts. Not wanting to wear them with only one strap, I told customer support that I felt my overalls still had a few years of service left in them, and that I was interested in doing a little repair work, if they would only point me in the direction of the needed parts and an order form.
Fast forward a few weeks.
Not having heard anything from Dickies in 3 weeks, I assumed that I was just another faceless, forgotten fish in a sea of meaningless customers, just like so many other corporations make me and countless others feel.
Then I checked the mail.
In the mail, I found a plain package with “Williamson Dickie” on the return address. Inside was a fistful of buckles and matching latches for my overalls! I’ve got to hand it to Dickies for taking care of me by providing me with enough replacement parts to last a lifetime. So, I’d like to take a moment to send a little love to Dickies. I will definitely continue to give Dickies my support with my buying dollar, and I will be sure to share my feelings on the quality of their products with my friends and family.