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The SV CARES Program protects your reputation by delivering the exceptional service your client deserves, even (and especially) when things don't quite go as you planned. When you follow a couple of simple steps to alert us, we jump to the challenge and expedite your rework orders regardless of where the problem originated and without blame.
But what leads to these uh-oh moments in the first place? Read on to discover the triple sling jigger of a challenge we all face together and learn the critical steps you can take to protect your reputation with the help of the SV CARES program.
CSR Paul and Workroom Manager Mary confer on a plan to rework a Leg Wrapped Swag.
Made to Order
The word custom means “made to order”. If sounds so simple, right? Made to order. You order it, we make it, made to order. Nooooo problem.
Triple Sling Jigger
And yet in the custom window and bed covering business, designers and workrooms face a triple sling jigger of a challenge:
Write a clear work order.
Interpret the written order correctly.
Make the product intended.
Oh boy. We really do have our work cut out for us.
Making: the easy part
Making the product intended—in many ways that has proven the easiest part. Well, our artisans would never say that! But in fact, Stevenson Vestal workroom artisans have an enviable success rate. Ninety eight percent of their contributions to your products result in happy smiles on the faces of your clients.
Ordering: the hard part
But your job to write a clear work order and the jobs of our Order Processing and Customer Service teams to interpret your written order correctly—well, let’s just say that things don’t always look so rosy there. To give just one example, we have a forty percent question rate on all work orders.
Mary and CSR Kay determine an action plan for a pair of Goblet Pleated Draperies.
Uh-Oh
So one day you find yourself standing next to your client, admiring her brand-new custom product, when suddenly a sinking feeling in your stomach tells you that something has gone wrong, somewhere, somehow. What happens now, when you need to have that product reworked ASAP?
A Triage for Reworks
We operate the SV CARES Program like a triage for rework products. Just like a medical triage, we sort and allocate aid based on need, and without blame. It doesn’t matter where the problem originated, we will always take care of your rework ahead of our regular work.
Kay takes notes in preparation for entering the rework order in the computer and faxing questions to her customer.
Why do we do it?
We have a very compelling reason for expediting your reworks. We do it to protect your good reputation, because we know that when you look good, we succeed together. And in a very real sense, we also do it to protect our ultimate benefactors: your clients.
Responding with Confidence
In custom work, as in life, it doesn’t matter that you have great challenges. It only matters how you respond to them. At Stevenson Vestal we respond by providing the SV Workroom Order Form, training materials for effective order writing, knowledgeable Customer Service Representatives and the SV CARES Program. Our Customer Service team will respond to your rework situation with urgency and with confidence that we will please your client in the end.
1. Contact your CSR and describe the situation. Your CSR will fax you a Return Authorization.
2. Check over your RA for accuracy and attach it to your product for return.
On the day we receive your rework product:
8:00 AM
Customer Service Manager Lynn W. checks in all reworks.
9:30 AM
Lynn, CSRs, Workroom Manager Mary, owner Bill Vestal and other workroom artisans as required look over your product and make decisions as a group as to the best course of action.
10:00 AM
Your CSR will enter a manufacturing ticket for your rework.
1:00 PM
CSR will fax you a confirmation of the rework plan including the cost if any, as well as any questions or fabric requirements.
4:30 PM
Assuming that we receive your go-ahead and that we have no fabric shortage, your CSR will complete the rework entry process and delivery your products to the appropriate team in the workroom by the end of the afternoon.
We work on a 10 business day cycle for turning around reworks. Both SV delivery customers and UPS customers will typically receive completed reworks (that experience no delays for shortages, etc.) two weeks from the date you send it to us. Please bear in mind that the extra workload during our peak seasons and delays for fabric shortages or the resolution of various issues involved in your rework will extend this timeframe.
"Let's see now...CARES, does that stand for something?"
Yes:
Clients
Always
Request
Exceptional
Service
Yes:
Clients
Always
Request
Exceptional
Service
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