One More Great Customer Service Story

Several years ago, the mother of a Staples athlete volunteered to help sell team t-shirts as a fundraiser.  Naturally, she went on the internet; isn’t that where you find the best deals?

Sure enough, internet vendors sold shirts for $3.49.  But — surprise! — there were other charges:  design, set-up, shipping, you name it.

So the team mom checked out Athletic Shoe Factory.  Though hers was a low-profile item — nothing like the high-volume gear bought by Westport Soccer Association or PAL football players — manager Chris Buchner spent hours helping the mom with the entire process.  She received more patient help from Tim Nash, ASF’s designer (and a Staples grad) who’s earned praise from teams in countless sports, at many levels.

Recently, I saw ASF’s magic first hand.  Traditionally the Staples soccer captains design their team t-shirt.  Tim worked with our captains to create a compelling look.  It was great on the computer screen — but when the shirts came in they didn’t look right.  Without waiting for a complaint, Chris initiated a fast re-order.  The replacement shirts were in by the start of tryouts.

The start of fall sports — and Homecoming — are crazy times for ASF.  Teenagers order mind-boggling custom shirts and hoodies.  Meanwhile, stressed-out parents and little kids clamor for shoes, shorts and equipment.  ASF is a scene of controlled chaos.  The staff is always cheerful, never harried — and very helpful.

ASF is the 1st business to buy a program ad, donate a raffle prize or do whatever is asked.  The response is the same:   “We’re happy to help.  What else do you need?”

No, ASF’s t-shirts are not $3.49.  Then again, neither are the $3.49 t-shirts on the internet.

And when was the last time any web vendor cared about Westport kids?

A sample of the logowear designed and sold by ASF.