Harry and Me
Recently I was in the hunt for a new suit as the wardrobe required an upgrade. Watching the Devil wears Prada or finding a great blog on local clothing sales can do that to you.
Not too long ago I was on vacation in Florida and when I was not at a theme park (the joys of parenthood), I found an incredible deal on a Hugo Boss suit.
Yes, some people have alcohol, gambling or other things as a vice but mine is nice suits. The trick is finding ones that are affordable so I can still feed my family.
As I purchased my suit a few days before leaving Florida, I did not have the opportunity to get it properly tailored. I brought it to the Harry Rosen store by my office. A great employee (Alex Cheung) who I've dealt with a few times took care of it no problem. I was late for a meeting so I bolted out of the store and said I'd pick it up when it was ready.
My schedule has been a disaster lately so I came a few days later in the evening but Alex was not there. The staff tried to find my suit but after 20 minutes no such luck. They looked high and low but it just wasn't in the cards.
The staff apologized and said they did not want me to wait any longer. One gentleman said if I needed it that night they would keep looking and courrier it to me. (Wow #1)
I told them that was not necessary but I needed it for an engagement later that week. They assured me they would find it the next day when Alex was in. They also said they would ship it to my home at no charge (Wow #2). As I worked closeby, I said they could drop it at my office.
Sure enough the next day, they dropped off my suit all properly tailored in a nice garment bag. I also had a voicemail from Alex the next morning asking to call him. I dialed up Alex and he politely explained the reason they could not find it was that I did not leave my full name before I left the store.
Well didn't I feel special. I apologized and told him I'd come and pay for the tailoring and any delivery costs. Alex said it was not necessary. I said it was my fault as they delivered the service I asked for. If they couldn't find the suit when I came it was because of my own fault and not his or Harry Rosen's. Alex insisted it was not necessary. Keep in mind that I did not purchase the suit from Harry Rosen to begin with. (Wow #3)
Imagine, a customer insists on paying for services renderred and the company refuses to accept payment? Was I in some kind of parallel universe? Is that the Twilight Zone music in the background? Not so. I sent an email to Harry Rosen thanking them and recognizing Alex's efforts and received a reply from Larry Rosen, the Chairman and CEO himself. (Wow #4)
Talk about exceptional customer service. Talk about earning a loyal customer. Yes, their prices are not cheap but you do get what you pay for. I've been to other high-end clothing retail stores around the globe and the service at times has been nothing short of abysmal.
Looking for great service and great men's wear? Check out Harry Rosen at the Eaton Centre and ask for Alex. Tell him the guy who forgot to give his name sent you.
