I recently recounted my visit together with a friend to the Puredistance Perfume Lounge in Vienna. Today I received a comment by Jan Ewoud Vos, the CEO and founder of Puredistance.
I wanted to publish his input here, because I think it is an example of great customer service and provides peek into the workings of a small company that is made up of real people who care about their products and the relationships with potential (and actual) customers in a direct and approachable manner.
Here is Mr Vos´comment:
A note from Puredistance: it is good to hear so much positive news on our perfumes and the showroom in Vienna itself and sad to learn Veronika did not meet the expectations you had. I have learned from this and this week we are working on improving the fragrance knowledge she and her business partner Irina have. Which is something that I should have been working on last December, when we introduced our two new perfumes, but unfortunately we had to spend all the time we had on getting the perfumes ready and out before Christmas; it was a crazy month for us! So in the end the responsibility for this lack of knowledge is mine, not Veronika’s. She simply lacked the information she needed.
So thanks for the feedback, I definitely will do something with it and I can assure you that next time you will visit the lounge you will be treated with the same friendliness as last time, but now also with the right answers.
Jan Ewoud Vos
My answer is below:
Thank you very much for responding to my post! I appreciate it that you are taking the time.
I understand that the launch of new products is very stressful and some things have to be left lagging behind a little, even if it is only for the time being. I am certain that all your staff will be on top of things again soon. I am sorry that I had to mention the less ideal side of our visit, but I felt that I should present an accurate picture, even it it meant having to put a little shadow on our otherwise wonderful experience in the Lounge.
Incidentally I just finished writing a review of Puredistance M when I saw your comment, it will be up tomorrow. I hope you will come back to read it as well.
I an unrelated incident of perfect timing, my review of Puredistance M is coming up tomorrow, so stay tuned ;)