Our Customer Service Philosophy
Hello everyone! Today I want to talk about SailorBags’s second core value - customer service. We know that our customers are real people, just like us. Each of you has a reason for purchasing one of our products, and that reason is probably pretty important to you. Well, its really important to us as well.
It might be a duffel bag needed for a cruise, a purse for a birthday gift, or a backpack to make your child’s first day of school a little more fun. Usually, there is a time element involved – you ordered your bag because of a shortly upcoming event. You don’t have weeks to wait, and we know that. We consider every order to be urgent, and each one is the most important; because to you, your order is the most important!
We are always on the alert for delivery timing issues – especially around gift giving holidays. We have been known to upgrade shipping when it is obvious the order involves a gift, because a timely delivery is as important to us as it is to you. We want your holidays to be as fun, joyful and easy as possible, and we do everything we can at our end to make sure your gifts will get to your doorstep on time. We consider each order on an individual basis because each customer’s situation is unique.
We get a lot of orders that specify embroidery. Each embroidery order is carefully scrutinized by our staff for spelling, punctuation, capitalization, and other potential problems. If there is any question in our minds about what you actually want on your bag, we contact you right away – just to be sure. Here at SailorBags we are constantly checking to make sure that everything is ship shape!
Customers contact us for all sorts of reasons – to ask for help selecting the right product, to change an order after it has been placed, or for help with a special embroidery request. We respond to every customer contact within 24 hours, and usually even sooner than that.
Our goal is for you, the SailorBags customer, to be utterly delighted with your purchasing experience as well as the purchase itself. We hope that, after your experience with us, you can truthfully say “that was phenomenal customer service” - because the greatest compliment we can receive is our customers telling their friends about the experience they had dealing with this terrific company.
Ahoy there!
Today’s post is about SailorBags’ dedication to our first core value - product quality. When you’re out on the water an equipment failure can be more than inconvenient, it can be deadly. I think you’d agree that boaters tend to be people who understand and appreciate the need for well designed and reliable products.
People use bags to carry, organize and protect ‘something’. It’s the ‘something’ in the bag that is most important, not the bag itself. So that’s where our design process begins – how to make a bag that best protects, organizes, insulates, etc. whatever important ‘somethings’ you’ve decided to carry with you in our bags.
We make our totes with zipper tops so that when the bag falls off the bunk, your clothes don’t tumble all over the cabin. Sailcloth naturally repels water, but we use waterproof lining material so that your jacket and towel will stay dry in our duffels, even when the spray comes over the rail. Our computer bags and iPad sleeves add padding to protect delicate electronics from bumps, along with these other features that are needed for the marine environment. There isn’t a lot of refrigeration available on most boats, so we use really thick insulation in our CoolerBags – because you want your drinks to still be ice cold in the evening when you’re headed back to port after a long day on the water. Every product in the SailorBag line is designed, first and foremost, to function in a way that best suits your needs as a customer and boater.
After designing the overall shape and materials of the bag, we think about the smallest details. We know that everyone needs pockets to keep small items from getting lost in big bags. And there need to be shoulder straps as well as handles. Each bag has been designed with your convenience in mind – down to the smallest pocket and zipper.
And finally, we believe that fashionable style and practical functionality do not have to be mutually exclusive in a bag. SailorBags are proof that you can have both style and practicality in the same product.
Every SailorBag comes with a tag attached that states: “Your SailorBag is guaranteed for life. If it wears out or underperforms in any way, just return it. We’ll repair it or replace it for free.” And we really mean it – we’re so certain that our bags will hold up under the wear and tear of your boating life, that we insure them for life. That’s a guarantee that really means something.
Thanks for stopping by again, and I hope to see you later this week when I talk about our second core value – customer service.
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