When something goes wrong.
WHY IT MATTERS
Claims are frequent in this business and they determine reputation.
WHAT CLAIMS TYPICALLY CONCERN
Item lost Item damaged Colour changed Shrinkage Stain not removed Item returned to the wrong customer
WHAT PREVENTS MOST OF THEM
Recording condition at receipt Tagging Following care labels Checking before release
WHAT TO DO WHEN A CLAIM IS MADE
Listen fully Inspect the item Check your receipt record Establish what actually happened
WHAT TO CHECK
Whether damage was recorded at receipt Whether the care label was followed Whether the fabric or construction contributed
WHY THE CARE LABEL
Following it is your defence; departing from it is not.
WHAT TO DO IF YOU WERE AT FAULT
Acknowledge it and resolve it.
WHY
The cost is less than the reputation.
WHAT TO DO IF THE GARMENT FAILED
Explain, with evidence.
WHAT GARMENT FAILURE LOOKS LIKE
Colour bleeding despite correct method Seams failing Trims not suited to cleaning Damage from prior wear
WHAT TO ESTABLISH IN YOUR TERMS
Your liability, and any limit.
WHAT TO UNDERSTAND
That terms limiting liability may not remove responsibility for negligence.
WHAT TO ESTABLISH ABOUT LOST ITEMS
A search process before concluding loss.
WHAT TO SEARCH
Other customers' completed orders, work in progress, and machines.
WHY
Most lost items are misplaced rather than gone.
WHAT TO RECORD
Every claim, cause and resolution.
WHAT TO REVIEW
Causes across claims.
