A Thank You from Ron Herman Malibu - Customer Experience at it’s finest
I went up for a weekend get-away to LA a couple of weeks ago and one of the days I went shopping up in Malibu with my boyfriend’s Mom - yes, we get along very well! 
Even though I would like to think I can afford the fabulous things in Malibu (I really can’t) the time spent in the boutiques is always fun. One of the last stores we went into was Ron Herman - a small boutique full of beautiful cashmere, designer jeans, silk scarves and French-made jewelry - absolute HEAVEN! I ended up purchasing a studded bracelet there (apparently all of the celebs are wearing them - so I just had to have!). The sales associates were very nice and welcoming and I had a pleasant experience in the store and I would recommend anyone to return.
Now it’s been a few weeks and I went down to my mailbox tonight and saw a letter addressed to me - yay for mail that isn’t a bill! Turns out it’s a hand-written thank you letter from the sales associate at Ron Herman! Are you kidding me?! What an amazing thing to receive! So here’s how the note reads:
“Dear Sarah,
Thank you so much for shopping at Ron Herman Malibu. I hope you love your new studded bracelet, it’s a hot new accessory we can’t get enough of :). I hope you enjoyed the rest of your vacation, and please check out our website, RonHerman.com.
Cheers,
Eileen”
Well, Eileen - THANK YOU for such a personalized, well thought out, HAND WRITTEN letter. I can’t remember the last time I had customer service like this. You never get hand written thank you cards (even from your family or friend’s wedding or whatever) anymore. So thank you Eileen and Ron Herman for hiring some amazing associates and creating such an amazing customer experience. This note alone will make me check out the site and make me want to go back to the store in Malibu again and again. Wow - so cool!
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There is nothing like a hand-written thank you note to let your customers know that you really are appreciative of their business! In this economy, it makes a lot of sense to give great customer service before, during, and after the sale. Thanks for sharing this story. You rock!
I stumbled this site but I just wanted to inform you that it is actually a pretty common practice in luxury stores to receive hand written thank you letters. All the big chains do it as well. I’ve received them from Kate Spade to Chanel. The only luxury retailer that I have not received a handwritten thank you from is Carolina Herrera when I purchased a bag from her store. I agree with you though it is a really nice touch.
I am curious to see what your new purchase looks like. I am really impressed with the level of customer service at Ron Herman. I believe that’s what customer service should be like at every company. Great post, Sarah! Thanks for the recommendation! I will definitely stop by this place if I’m ever in the area!
Sarah,
It’s amazing how a little bit of respect and personal attention goes so far. I can only think of one place of business that’s given me a similar level of service. About four years ago I was in the market for a diamond ring to persuade my beautiful girlfriend to put up with me for the rest of her life. From the second I walked into Helzberg Diamonds in Knoxville I was treated with the utmost respect by an employee named Amanda. Since my initial visit I have received hand written cards on our anniversaries and stellar customer service every time I walk into the store or call on the phone.
In a strange way this sort of coincides with a previous post of yours, “Word of Mouth Conquers All” only in this situation word of mouth increases sales. It’s a no brainer, be genuine and kind to your customers and they will return the favor with future purchases and additional customers through word of mouth.
Thanks for the wonderful comments!
@ Becky Carroll - I definitely agree that in this market companies need to take better notice of those customers spending their hard-earned money WHERE they want. I don’t have to spend my money anywhere - those stores should feel privileged right?
@ Sarah - I have bought high-end designer products like Chanel, Coach, Prada, Marc Jacobs, and more but have never received a thank you card. Never. And it shouldn’t matter how high end the purchase is. That’s totally besides the point. Customers are entitled to stellar treatment - like I said before, I can spend my money WHERE ever I want the retailer should feel privileged.
@ MLRebecca - Love to see you’re so pumped about this post!
It’s really a great store and definitely let me know how your experience goes if you ever make it to Malibu.
@ Ryan Kazinec - Great story!! What a difference a wonderful experience makes! I only hope that same experience happens to my future husband. So amazing and thanks for sharing.
Did they include a number to reach them?
I have been trying to contact their Customer Service regarding an order, but my emails are ignored and their phone number (1-866-654-4577) just yields me a “We’re sorry, your call can not be completed as dialed. Please check the number and dial again.”
I’m hoping to enjoy the same amazing CS that you have received, but I need to be able to reach them!