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Thursday, January 30, 2025

A Reader Question: Companies who care about their individual customers?

 A reader question:

Good morning,

Just sharing a comment about O’Connell‘s clothing. 

I just placed an online order for a sweater.

A strange notice came up on the same page as the confirmation of my purchase. 

I picked up the phone to call to ask about the notice I had received.

What an incredible experience I had on the phone with the person who answered. 

I haven’t experienced such a personal contact with any business in decades. Restores my faith that there really are companies out there who care about their individual customers.

I’m sure there are others. Perhaps some of your readers know other  companies with such strong personal customer service ?

By the way, thank you for such an interesting blog.

Best, 

13 comments:

  1. I heartily agree that knowledgeable, personalized treatment is one of the hallmarks of O'Connell's. To a list I would add Mercer Shirts, Shoemart (for Aldens), Quoddy, Rogue Industries (for small leather goods), the Andover Shop, and Eliza B/Leather Man (for belts).

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  2. Fans of O'Connell's (as everyone should be) may wish to watch this video, from about 6:35-14:00:
    https://www.youtube.com/watch?v=HRZFZY3_tdc&t=253s

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  3. The video speaks volumes…

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  4. I love O’Connell’s and order from them often. If you ever get a chance, please go to the store - it has an Old World feel.

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  5. I'm lucky to have a lot of great customer-focused businesses I support!

    The Locust Valley Bookstore is far and away the BEST bookstore: the personal touch is unmatched. And they ship!

    For accessories, I love By. Merryn and Janie Kruse Garnett. Personal, erudite, and extremely good quality.

    And for clothing, I've never had a bad experience at Sid Mashburn or Ann Mashburn. And a new company in my rotation, D.Gustibus Atelier, has also been incredible. Very old-school customer service, with everything (literally and figuratively!) tailored to you.

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  6. The video really does say a great deal!

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  7. I recently contacted Filson about repairing some hunting pants from the 1980s that had been pretty badly torn up after years of grouse hunting. I had planned to pay for the repairs. They paid shipping both ways and made the repairs for free. Who does that?

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  8. I've dealt with O'Connell's via internet for years and have nothing but praise for them. Their owner even called me once to discuss an order to make certain they understood my request and to offer additional choices. They go above and beyond in customer service. I also would add Eliza B/Leatherman to the list of exceptional sellers. How sad that those who used to practice customer satisfaction and quality of goods, such as Brooks Brothers and LL Bean, are now at the bottom of the list.

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  9. Eljo's of Charlottesville just changed hands ... best of luck to Miles and thanks for the memories !!!

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    Replies
    1. I used to shop at their Old Town Alexandria location. Very traditional, well made clothes and excellent customer service and tailoring. It is a shame that location didn't last very long.
      JRC

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  10. Borsheims in Omaha, NE. I ordered a Reed & Barton frame from them online. The sales girl called me personally to let me know the only one left had a scuff, and would I prefer a different style?

    When the package arrived it had a handwritten thank-you note in it! I was shocked. They have a customer for life.

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