Three Case Studies on Extraordinary Service

Every business says “we offer exceptional service” but do they?  Here’s three quick case studies on how we at PBJ Merch Co. try to deliver something extraordinary on every project.

Case #1: We just developed uniforms for a Canadian Olympic client for street teams to wear during the 2010 Winter Olympic Games to promote patriotism.  The uniform is covered with Olympic logos and the client needs each participant carry a bag as well.  They ask for a simple bag, no Olympic logos which I find but unfortunately there is a small logo on the outside of the bag.  Since this particular bag is from a non-Olympic licensee there can be no external branding.  Simple solution: we use seam rippers (see pic) to remove the rubber patch on 30 bags in one afternoon.  Case solved.

Case #2: A major Hollywood movie Tooth Fairy is wrapping in Vancouver and they order 500 Stormtech jackets from us.  We order every single unit Stormtech has in their Vancouver warehouse but we still come up 1 unit short! We need 1 ladies XS for the Director’s daughter. Simple solution: Take 1 Ladies Small and 1 Ladies XS to Oakridge Tailors and tell them to tailor the small to turn it into an XS.  Case Solved.

Case #3: A Banff Alberta client has ordered 15,000 backpacks for a promotion (yes 15 thousand!).  They arrive from overseas in one full tractor trailer container.  The client has arranged for a Truck to pickup the trailer on Monday for transport to Banff, but the trailer arrives at my office on Friday.  I have room to store the Tractor Trailer on-street and need to ensure the merchandise and trailer stay secure.  Simple Solution: I hire a Security firm for overnight manned security for two nights.  Case solved.

To find out what extraordinary customer service we can offer your organization, contact rich [at] pattersonbrands.com