"The sale of retail clothing is not often a matter of life or death, but sometimes it can be treated that way, as seen in this tale shared by Len Cox, owner of the Lexington clothier Graves, Cox on Main Street.
As a young man learning the trade that his father introduced him to, Cox worked in various parts of the country acquiring the knowledge needed to run a multi-store men's apparel operation. Prior internship positions in Roanoke, Va., and Durham, N.C., led him to a clothing establishment called Magee's in Lincoln, Neb. The task of creating a loyal customer book was an important part of his training, and Len took it seriously. It was late in the week, and an obviously rattled customer dashed in the front door of the shop. His daughter was getting married on Saturday night, and he had taken care of a number of last-minute duties, including paying the caterer, checking on the limousine, confirming hotel reservations, and safely delivering the dress to the home of the bride-to-be. The last task brought to his attention the shocking realization that he had not arranged for something for the father of the bride to wear. He approached Len in a panic, hoping that a quick suit purchase could be altered and ready in time for the Saturday nuptials. Ordinarily, that rapid of a turnover would be out of the question, but weddings do seem to bring out the best in people. An appropriate suit was found and marked for alteration, and plans were made for the suit to be delivered to the country club late Saturday afternoon. A few late night hours with the tailor were arranged.
Saturday morning arrived, and Len was on the lookout for the suit to arrive, altered and pressed and ready for him to deliver to the club. The weather looked wonderful as he glanced out the display windows from his station behind the sales counter, and he checked his watch, calculating his necessary departure time. By the time the suit arrived hours later, the skies had darkened and the winds had picked up a bit. A Kentucky boy, he was unaccustomed to the weather trends of Nebraska and was only curious when the sirens began to sound. Tornados were not unusual in this part of the country and no one local took the sirens lightly, be they drills or actual sightings. The store management was concerned. But the suit now hung on the clothes rack near the desk, and the wedding ceremony was fast approaching. Len grabbed the hanger by the hook and walked out the front door, heading to his car. Shop owners along the street were locking their establishments' doors, pulling down the shades and heading for cover. He headed to the country club. The families were gathered, having arrived earlier for the rehearsal, and the shaken wedding party was surprised as Len walked through the large double doors of the club house and into the decorated dining room, carrying the black suit bag that contained the elegant garb for his customer. The sirens could be heard in the background.
The severe weather drill eventually passed, and the ceremony went off without a hitch. Len had earned a loyal customer with his efforts. As the years have passed, Len has had his share of other opportunities to gather a loyal client base. From his store In Lexington, he has made numerous trips to the airport, delivering custom-altered clothes to his clients as they head off on business trips and vacations. "It's about doing what you have to to make folks feel good about their purchase," he said. And a tiny smile creases his face. "One time, a lady called me from the ER. She'd taken her husband to the emergency room, and he was being checked into the hospital. She needed pajamas for him. I delivered them to the ER." Customer service encompasses a kind heart as well as a keen sense for business.
If you have tales of outstanding service — either having received or offered the valued commodity — please drop me a line. Word of mouth, and press, are invaluable and can encourage the efforts of those who do it well.
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