Fabric Out of Stock?! What Should I Do Now?

This post is specifically for interior designers who have made a winning presentation to their client, received a deposit, only to come back to the office and find out that the fabric is OUT OF STOCK!

ost people will agree to the importance of customer service in building a successful business. What is unclear is the meaning of customer service, how do you offer this service, and how can you portray this value to your customers. Each market has its particular hierarchy of needs, but generally clients want to know what to expect. That is the “secret” to customer service. 

Many of our customers may think we are super human, or at least make us think that they do. How many of our customers have called us a week or two after placing an order asking why they have not gotten their drapery? If this is some-thing you hear often, then you need to make sure you are setting expectations.

It is very important to let a client know, during your initial discussion, the process of how you will work with them. Your client wants to know the process from appointment to installation and how you will be available after to service the treatment. Make sure to ask your client why they want to cover their windows, what is their main concern? Are they looking for light control, privacy, energy efficiency, security, child safety etc.?

Your client also wants to know, upfront, what to expect as per the treatment. Some important things to discuss include where the seams will be, how long it generally takes for the fabric to arrive and that you cannot begin to sew until you receive the fabric. Amazingly, not all clients realize that the fabric needs to be ordered before it could be sewn into a drapery. If that is the case, they really have no idea how long it could take or that many fabrics just happen to be-come out of stock or back-ordered. Let your client know about all of these is-sues from the outset.

When it happens that a fabric is out of stock, or something does not come out correctly, immediately call the client to discuss what you can do to rectify the situation. We need to learn not to project onto our customers. I know that many times I will get nervous and create a scenario of the client being upset and yelling at me, but then when I call, the client does understand and we are able to create a solution that the client is happy with. So, the keys to customer service are communicating with the client in setting expectations, being open and honest, and following through on any difficulties to create a treatment the client will enjoy for years to come.

This article was originally written for Window Covering Association of America and was published in the New Jersey Chapters newsletter September 2013. Our interior designers and to the trade professionals we work with come to us from all over the New Jersey and New York areas. Contact us for a consultation!