So many explanations with only 5000 characters!
As owner of Austin Baby, I am of course more than concerned with the review. With the move came an unexpected outage of our digital phone service, before our new phone service was available. Many customers were left uncalled and many voice mails were left unreturned. The moment I noticed this, I hired somebody to help me personally call each person to immediately apologize for the delay in response, and of course, do whatever necessary to meet the customers' needs.
Austin Baby is learning every day how to embrace and be prepared for the growth that our attached parent, cloth-diapering, family-friendly community is nurturing. We are taking business classes, receiving business counseling (yeah BIGAustin!), seeking out help from wise and experienced local moms and professionals, installing and learning new software, and always open to the valuable input of our clients - professionally doing everything possible to make sure every client is treated with the respect, the warm service, and the breath of fresh air that she/he deserves.
I realize we do not have the staff that the large discount stores do, although I do not know of a large corporation where one would receive the face to face service, particularly about cloth diapering. Nor can I be at the computer and on the phone most of the day, like many of the online stores since most of my customer relationship is face to face. Then again, an online store has not developed a retail store to demonstrate the life and fun of cloth diapering. And we have been committed to charge no more than both of these venues. Service is absolutely an area of pride at Austin Baby.
We have probably misplaced a few important papers in the move, and with the growth comes the defining of new systems and means of communication. Two moms put the store together - from flooring and moving to funding and purchasing, and yet never let go of being moms; I, as most of our customers, are proud and excited with where we are.
I do ask that the poster consider her review. It was not a letter written to a large corporation which will be filed away after a standard form letter response at the most. This is a business built with heart and soul and families. This is a very personal response from somebody who is working hard to give attached parents a place to shop and meet and sit and relax, an environment in which they can feel good about breastfeeding, taking all the time they need to try on a sling, or ask countless questions to help decide on which cloth diaper is the best for their personal lifestyle.
My cell phone is 512-749-2592. I invite you call me personally for a formal and specific apology for the situation that you must have experienced and to determine what additional service we can provide to bring peace to your relationship with Austin Baby.
Many happy vibes to you,
Erin Sheppard
Posted 09/27/07 | Report Abuse
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