I ordered a dozen or so shirts from Jos A Bank back in January or February as I was rotating out parts of my dress wardrobe.  One of the shirts I received was torn and I decided to return it locally rather than ship it back, mostly for convenience purposes.  I was able to get the same exact shirt and was in and out of their retail location (which is along the way to my office) in about 10 minutes.

The staff is always great and very helpful.  I love going there, though it’s dangerous for me because I have habit of buying ties whenever I step into their store.  I managed to make it out with three of them that day.  I also bought a belt that was on sale but not in stock, so it was ordered through their web site.  Their site charged my credit card, which they quickly fixed, probably a week or so later.  I received an email explaining they had erroneously billed me a second time and had already fixed it.

A few days ago, I received what looked like a “thank you” card in the mail this week from Jos A Bank.  Inside was an apology for the inconvenience and a gift card for $25.  This kind of gesture goes a long way for customer loyalty.  Would I have gone back to their store after receiving a damaged product in my order?  No question about it; I certainly would.  Do I really care that their billing system accidentally charged me twice for an item?  No, and they fixed it before I even realized it.  But their follow-up definitely made a lasting impression on me and left me feeling as though they care about my business.  I wish all companies thought this way.