Tales Of A Fourth Generation Textile Executive: How Can You Help Me Help You?
Dear Quilt Shop Owners,
Since the FreeSpirit acquisition, I have made an enormous effort to be more accessible, and maybe too accessible, to just about everyone involved in my fabric world (customers, consumers, suppliers, bloggers, designers, competitors, podcasters and so forth). As the “face of Jaftex” so to speak, this is a part of my job that is crucial to help my companies flourish and keep everyone in my fabric world happy. Happy customers are loyal customers!
To me, in order to perform better and be a better business owner, I need to hear what people have to say. Ignoring customers is not a good business plan. Whether I like what a customer has to say or not, it does help to keep me focused on the things that are working and helps me to avoid those that things that are not working. With all that being said, I would like to direct you to the path to my heart if you want to get something accomplished with my help. In other words, how can you help me help you?
Rule number one: Be nice and treat me with respect.
Rule number 2: Present the issue to me in a concise way. I need the who, what, why and how. Who are you? What’s the order number? What’s the problem? Why are you unhappy? How can I fix it? ETC! Stay focused on the goal that you want to achieve and hang in there with me.
Rule number 3: Leave the emotions at the door. You don’t need to tell me you are mad that the order is late. If you are calling or emailing me, I know there is a problem and I am going to help you deal with it. I assume that since it is a problem that you aren’t happy about it so that can be left unsaid. If I can fix the problem, that will fix the emotions too. We are not dealing in emotions here, we are dealing in fabric. Plain and simple, get me the info that I need to make you happy again.
Rule number 4: Please do not threaten me. To be honest, I don’t want to deal with people that throw threats around willy nilly because no one works well under threat. If you are not happy with me or my companies, no one is forcing you to do business with me. I want to work with people that want to work with me. I would obviously like to have as many good customers as possible, but I may not be the right fit for everyone. Lastly, if you plan on making a threat, you better be careful for what comes back at you since every action has a reaction (That’s a Fortunoff-ism). In other words, your threat could end up getting you fired or I could end up telling you that I don’t want your business anymore. So be careful what you wish for and watch the threats, especially the idle ones.
Rule number 5: Always contact customer service before contacting me. If customer service can’t help you, that is the time to contact me.
Rule number 6: Please don’t boss me around and tell me what to do. You have no idea what my business world entails and what I am dealing with on a daily basis. Likewise, I won’t tell you how to run your business. Again, present the problem and I will work on a solution.
In closing, I want to say that I am a youngish guy and plan to be in this business for a very long time. I aim to please and will jump through hoops to keep customers happy. If you follow the rules that I am laying out for you here, we will be most effective working together. You will see that I can make problems disappear very quickly and I am glad to do that for good customers that respect me and treat me like a partner and not a whipping boy. Thank you in advance for being mindful of my 6 simple guidelines.
Have a great week!
Yours truly,
Problem Solver Scott
P.S.: FREESPIRIT UPDATE:
- FreeSpirit shipping has slowly begun on orders where all items are in stock.
- The June KFC mystery quilts are shipping this week.
- In July, FreeSpirit will be full steam ahead and Tula’s De La Luna will be a priority.
- Thanks again for all your patience during the transition. Now the real fun begins!
P.S.S……Here is where you can find my Executive Facebook page.
786 words including these and those below.
This is the sewing machine I give away for free. Please feel free to purchase one, and give it away too! Or Recommend it! Or love it!
37 Comments
Patoupat
Bonjour et bonne chance pour le futur de cette belle entreprise qui sait apporter par sa production beaucoup de joie et du soleil dans nos maisons…
Merci à tous
Scott Fortunoff
Hi Pat,
If I only spoke French.
Have a great day.
Scott
Quilting a Parrot in Texas
Hello Scott,
I’m a newbie quilter, and started this year with a passing familiarity with FreeSpirit, having been a fan of both Tula and Kaffe. Without having any idea what I was getting into, I jumped into the #kaffemysteryquilt and was so impressed with the company’s involvement; this wasn’t my typical monthly project! As I noticed a few extra mysteries (missed ship dates, etc) I couldn’t understand what’s up? The owner of my LQS made a cryptic statement about “losing” y’all, but all else has been silent…too silent.
A couple of weeks ago, I couldn’t stand not knowing any longer, and dug around online, eventually coming across you and your new blog here.
I’ve been reading along, and I have to tell you that I’m very impressed with you personally, as well as your/family business handling.
I can’t even imagine how big and full your plate must be!!! I do hope you can find a moment each day to stop, breathe and appreciate what you’re accomplishing for all of us, from the newbie quilter to industries as a whole.
By keeping relevant design and artistic options available to the market, jobs filled, etc., I believe you are making a mighty impact…the scope of which won’t be realized for some time, yet.
This particular post of yours, both angered and excited me! Angered me, because it’s another sign of the breakdown of our society just by the fact that this had to be said.
But, it mostly excited me to see that someone with your exposure to an industry, and high enough up the ladder to make a difference, finally have the BALLS TO STAND UP AND STATE THE LONG-OVERDUE OBVIOUS!!!
Bravo, Scott! Keep up the good work!
You’re doing a wonderful job.
Scott Fortunoff
I sent you an email. I love this comment and hope a lot of other people are in the same boat as you.
Thanks for your kind words.
xxoo
scott
Elizabeth Hicks
Such an appropriate blog at this time! I totally agree. It really is common sense but some people forget this.
Scott Fortunoff
Thanks for your comment elizabeth. The problem is that common sense gets lost sometimes these days.
Have a great week.
Scott
Scott Fortunoff
Thanks Barb! Hope you are having a nice summer.
xxoo
Chris Barker
Spoken like a very wise leader. Your words can be applied to any business. Thanks for sharing!
Scott Fortunoff
Thanks Chris. These rules can be applied to all business dealings.
have a great week.
Scott
Maru Soto
Well said Scott, I come from a hospitality background and I believe my customers are my priority, without them, I have no business. I do everything in my power to keep them happy by proving the best customer support I can, but when you failed them because your supplier failed you it is hard for them to understand. I went to the extent of purchasing the goods at a local store and sell them back to them at a much cheaper price. They are happy and would continue their business as for the supplier I am not longer a customer. Thank you Scott
Scott Fortunoff
Hi Maru,
That’s impressive. I too will jump through hoops to make customers happy. In the end, I just hope that everyone realizes. Thanks for sharing your story. Have a great week.
Scott
Sandi Palmer
Scott, I get escalation calls all day long I’m the course of my job. That is what I do and I am very good at it. I wish my employer allowed us to say some of the things that you have said in you blog. It is basic human civility and decency which many ignore to get their own way. It’s disheartening the lengths some will go to when throwing a tantrum but like my Mama always said you attract more bees with a bit of honey than vinegar. Keep doing what you are doing, Scott, and I will always be your customer!! And, I will keep trying to provide honey to vinegars on the phones. lol
Scott Fortunoff
Hi Sandi,
Just like I say to my kids, “you get more bees with honey.” I agree. It’s not easy to please everyone.
I will keep doing what I am doing…until I am not, but until then, you are mine!
xxoo
Joanne Hubbard
While it’s sad that you had to actually write out these rules, this post was obviously needed to reminder us all that we should slow down, take a deep breath, and think before we speak. I know many people want to bypass the chain of command and scream at the “top guy” but they really do need to allow the customer service staff to do their job and try to help resolve the problem. Your rules are not just for business; they are basic rules for life that we should all follow. This reminds me of the old saying, “You catch more bees with honey than with vinegar.” I think you’ll get more and better results with calm, cool, and honest discussion, followed by a large dose of respect. Have a great week!
Scott Fortunoff
Hey Joanne,
Happy Summer! It will be a reminder if anyone reads it or heeds it. We shall see. Exactly, people need to work with customer service before coming to me just because i allow access. Sometimes I am too nice and that isn’t always a good thing.
You have a great week too.
xxoo
mary
sounds like there are a lot of MEAN people out there.. so sorry you have to have such direct and stringent rules.. seems no one should have to be reminded to be nice, but alas, the world is changing.. Daily, Hourly-
I worked in the public for 33 years selling real estate (I was the broker and owner of the company) and I literally saw it all… that is why I quilt for charity and never take commissioned work.. when it is free then errors in my quilts don’t matter and I don’t have to be on the defense..
Here’s to YOU Scott… keep on doing what you do best ..
Mary
Scott Fortunoff
Hi Mary,
Thanks for the comment. All it takes is a couple mean people to get me crazy. Such is life. I live and learn and power on.
Have a great day.
Scott
Irene Blanck
Well said Scott. It seems that many have lost the ability to resolve their issues without resorting to shouting and threatening. I agree with one of the comments above – if you have a problem with anyone and want to bring it up with them, make sure you have a solution. I am a quilt designer and teach my quilts around Australia, the US and Europe – I think I need to write out a post on “Courtesy in the classroom”.
Scott Fortunoff
I agree too. You need to come in with a reasonable resolution for your problem. Like I said before, sometimes I ask the customer straight out, what do you want? Get right to the point, get things solved and everyone gets on with their lives.
Have a great day
Scott
Scott Fortunoff
This echoes the other comments I have heard and I couldn’t agree with you more. Sometimes you gotta just put it out there and say what you mean and tell people what you want. They can chose to listen or not. At least you tried.
have a great week barbara.
scott
Kathy Cayton
I am not a store owner, just a fabric collector. Maybe I should say fabric hoarder. Oh well, whatever…I must say I very much like the rules you have laid down. It is too bad that more business owners are not following in your steps. I feel that if business/complaints are handled in an appropriate way everyone wins. Always told our daughters to follow the golden rule of “treat others as you would have them treat you.” I do hope some day that I have the pleasure of meeting you in person.
Scott Fortunoff
OMG! I love collectors and hoarders even more. I agree with you. I am seeking a win/win for everyone all the time.
Maybe one day we can meet for sure. Where you located?
Thanks for the kind comments.
Have a great week.
Scott
Kathy Cayton
Was going to tell you my location in my original text but the memory did a glitch? I am in Topeka, KS, the capital. I really doubt you get here but if you do I would be jumping for joy! If you get to KC that is close enough for any Topeka fabric hound to go see you.
Scott Fortunoff
I will get there at some point. Stay tuned.
Regards,
Scott
Kara Benavides
Respect. Something that seems to be missing in so many homes, businesses, schools. Guess I shouldn’t be surprised that it has gotten bad enough for you to share these 6 rules. When I worked as an RN in the Emergency Dept., respect was that thing hoped for, but seldom seen. Keep that hairy chin up! (when are chin whiskers going to go out of style. They look hot! (as in sweaty)) Salute from Southwest Michigan, where it is near 100F; coming your way.
Scott Fortunoff
Respect has been thrown out the window. It’s kind of scary b/c i see a lot of kinds nowadays lack it too. It really hasn’t gotten so bad. There have just been a few outliers, but before it gets way worse, I wanted to layout the ground rules to get things accomplished quickly by contacting me.
Stay cool!
Scott
Linda Cossey
I worked in International Logistics for most of my working life. In that business, things can go wrong with every step from manufacture to the consumer. During a particularly frustrating season my boss gave me very good advice. He said, write your email with all your woes included, omit nothing. Once your message is complete, wait a few minutes, then go back and remove every editorial comment, phrase or sentence. Only then, send your message. It was the best business advice I ever received.
We all benefit, whether you’re a consumer, customer, distributor or manufacturer, when concise, civil discourse is our method of communication.
Scott Fortunoff
I like that theory. Sometimes I write out an entire email or blog and just resist sending or posting it. Instead, I just delete it. It feels good to have vented.,
Have a great week.
Scott
Scott Fortunoff
OMG, mom, is that you? I grew up listening to that line and I use it on my kids to this day. Love it!
Thanks alicia.
Have a great week.
Scott
Sue willison
Thank you for a well rounded conversation. Customers including staff has developed a new strategy that the people who yells the loudest and threatens the most will get attention. We have lost our problem solving skills and negotiation skills. No company intentionally tries to harm its customers but delays and issues happen. My policy has been if you come to me with a problem also come with solutions and your name best be in one of those solutions.
Stand firm and you will go far. I have seen so many companies just throw money at problems and now they are not in business.
Recently I had a customer come into the business and call a staff member every name in the book. I asked him …. what if this was your wife, your mother, your daughter ….. would you like them addresses like this? He truly didn’t know what to say. He said to me ….. you did t thank me for my business which was less than ten dollars. I stated I can say thanks that you found what you needed but I cannot thank you for coming into my business and abusing my staff. He threatened me to go to the competitor …. I said please go shop there. This kind of customer always will cost us money.
Keep up the good work …..
Scott Fortunoff
I like that one Sue. Come with solutions too. I usually do ask the customer “what is it that you want me to do?” That’s about the same thing.
As for your incident, we can’t be everything to everyone and sometimes you gotta draw the line and cut people off. Putting out a sign is not an invitation for abuse. No one needs that drama nonsense. Good for you!
Have a great week.
Scott
Vanessa S Denniston
This advice is good far all kinds of conversations. Mutual respect and civility is the hallmark of a civilized society.
Scott Fortunoff
Totally Vanessa. Civility, like chivalry, is kind of dead. It’s a work in progress for me. Hopefully plenty of customers will read this and learn how I roll.
Have a great week.
Scott
Bonnie B Wright
I’m not a shop owner but a senior citizen who loves what you’re doing for the industry and I love that you have set down the rules of civility.
Scott Fortunoff
Thanks Bonnie! All are welcome to read my posts. The audiences vary from time to time. In any case, glad you agree with my rule. And, thank you so much for your kindness and support.
xxoo
Scott
Glenna Walker
Well said.
Scott Fortunoff
Thanks Glenna. Communication is key to improvements. This is one step in the right direction to help everyone.
Have a great week.
Scott