How Zara Love Me?
This is the sequel of my previous blog, “What Happen to You, G2000?” I mentioned that Zara love me more. Here is how,
The thread of my new bought 2 Zara pieces: 1 polo shirt and 1 pant, came off after one wash. I went to Marina Sq and wanted to replace. Upon my arrival, I was greeted with a warm smile and I explained my visit. Without further question or asking for my original receipts (because I forgot to bring) or the exact location that I bought from (I bought those pieces from Vivo city branch), the Marina branch manager quickly apologise and offer to repair my pant free of charge and replaced my shirt without any charges! Unfortunately, I wear size “M” and they run out of stock at the outlet and guess what they did? They called ALL the ZARA outlets just to hunt down so as to replace my polo shirt. Now, this is what I called service and “loving” experience.
In end, it was determined that whole nation was out ”M” size but I was happy just to take one size bigger. And yes, in case you are wondering, I dress like a Zi Char man last evening. 
In addition, take a look below,
You can get a 100% full refund within a month if you are not satisfied with your purchase (with original receipts and label intact)
P/S: More interesting blogs coming up: A real life video on how my team Break a Chopstick by using paper this morning (during my company weekly meeting)! So stay tune!
PP/S: Youtube is lagging in uploading speed.
Tags: Zara Man, customer experience, G2000
Thomas said,
May 31, 2007 @ 10:29 pm
Hi Ken,
Thanks for sharing. I just returned from China — specifically Shanghai and Shandong. I had heard some horror stories in the past from others about the customer service there, but nothing could be further from the truth.
I had some wonderful retail experiences at an ordinary mall in inner Shandong (I believe it’s an hour’s flight from Shanghai. And Shanghai experience is just as good as Shandong, if not even better… both certainly outrank Ken’s G2000 experience hands down
So Singapore companies please wake up, before other countries overtake us. Global competition is a *reality*.
tovorinok said,
July 5, 2007 @ 9:43 pm
Hello
Great book. I just want to say what a fantastic thing you are doing! Good luck!
G’night