I recently visited the Ann Taylor store in the Riverside Mall in Hackensack, New Jersey. I received excellent guidance from Stylist Jane Charshafian that led to my purchase of a suit jacket for my wife for Christmas. My wife was very pleased with the item's design, quality, and color, but as often happens when I buy clothes for my wife, the size I'd chosen, a 2, wasn't quite right.
Accompanied by my wife, I returned to the store on December 26, but found no size 4 on the rack. Store Manager Debbie Connolly stepped in to help. She double-checked the rack, then the stock in back. When she couldn't find the exact replacement, she checked Ann Taylor's remote inventory. She then had my wife try on a jacket whose materials and design are identical except for its lapel in both a 4 regular and a 4 petite to ensure the optimal fit. With the 4 petite chosen, Ms. Connolly processed a refund for the returned jacket and took shipping details for its replacement.
Despite the fact that the store was quite busy, Ms. Connolly calmly yet efficiently took what some might consider extra steps--all while maintaining a cordial, professional attitude--to make sure that my wife was happy with our purchase. I'm probably dating myself here, but this experience seemed a throwback to past generations' approach to customer service.
The fact that I had a very positive interaction with Ms. Charshafian as well suggests that this high level of customer service wasn't a fluke, but rather a part of the store's culture--which, I'd suggest, can also be attributed to management. It's this kind of service that builds customer loyalty.
Ms. Connolly and Ms. Charshafian are a credit to the Ann Taylor brand. read more