I've said it before: the things that make a product great are not just the excellence of the product but also the information and engagement around the product while considering a purchase and then the support of the product after a sale is complete - especially if/when something goes pear shaped. Utilikilts, an American company that makes "American Made Utility Kilts for Everyday Wear" definitely stands in the company of Great Company because of its entire kilt culture experience.
The following post is a review of Utilikilts: it tells the story of why from the in-store experience (and ya gotta get the in-store experience especially for the utilikilt-as-changing room effect), support and post sales problem resolution is rock solid.
So if you're a guy and haven't considered a kilt before, why the heck not? Are you a sissy? If you're a gal, these put the fun into funky - far more fun/funk than jeans, worn low as hipsters.
Utilikilts makes the kilt experience a cultural phenomenon that is explorable, affordable and perhaps best of all usable. The following illustrates how and why that is so.
Technorati Tags: customer experience, customer support, kilts, utilikilt
"Welcome Home"
was the way i was greeted as i walked into the Utilikilt flagship store in Seattle. This from a
staff member whom i'd not met before. I had on a Utilikilt Workman's kilt (the model displayed in the Victoria and Albert museum (pdf) in London), a brown leather jacket and my hair down. Each point was commented upon as a totally righteous way for a gal to "crossdress" with a utilikilt ("cross-dressing" is what utilikilt calls gals who wear their gear). Not used to this kind of enthusiastic greeting from sales staff, i was both flumoxed and delighted - did this person know that i was coming into the store because there'd been a size issue with another kilt i'd ordered? No, it turns out, he did not. This is just the Way of the Kilted Men of Utilikilt greet members (of either gender) of the Clan.
So that was nice. And leads me to wax on a bit about the
In Store Experience of Utilikilt
It may be important to make clear that Utilikilts are designed for Guys, for those Manly Men secure enough in their masculinity to enjoy the freedom of going unbifrucated. Consequently they spend considerable time in their promotional literature to assert the Grr-ness of kilt wearing. To this end they have a suite of Mock-u-mercials made by Utilikiltarians protesting the manliness (and robust functionality) of their Kilt. This award winner, for instance, blends a sub plot of getting an upper chest tattoo with a main plot of carrying out metal work and welding while donning a skull-painted welder's mask (really nice paint job), and of course, wearing a utilikilt.
While in the FAQ they are quick to point out that "women look hot" in their kilts, this intense masculine vibe may suggest an atmosphere unwelcoming to those willing to "cross-dress." I was willing to risk at least crossing the threshold of the store for two reasons: i work out with guys who are nail bending bad ass Big Men, and they are some of the nicest kindest folks i know. So my guess was behind the Grr were sweet people. Likewise, i am passionate in my love of kilts. And pockets. My main kilt lust has thus far been sufficed by Howie Nicholsby's excellent custom made-to-measure 21st Century Kilts from Edinburgh - that have great pockets (shown left in blue pinstripe denim with Howie's custom Juggling Rooster Seat Belt belt).
Much to my delight, when i arrived at the store there were two really geeky guys trying on kilts (not quite the heavy metal rock poster children of many in the utilikilt photo gallery site). Right on. Kilts for All Men (and gals who love unbifrucated pocketed garments)
The customer base exemplified at that moment was not threatening. Indeed, the kind of clean grunge feel of the store itself was funky and inviting.
Blended with the atmosphere comes the in-store sales experience. I was immediately impressed by the fact that there was one sales person in the store, Andrew, and he managed several customers (including me) at once - and effectively so - balancing the awareness of when one of us had a question and needed attention, and when one us needed to mull . Impressive.
Waiting Room. My sense from the next experience in the shop is that this multitasking brilliance may be Andrew's forté. I would therefore encourage anyone planning to visit the shop to make sure you have time to browse, since having the full attention of people on the floor can be a bit of a wait. On this account it would be nice if there were a few more surfaces for sitting, rather than making do with various edges or tool boxes.
Once attention is had, however, it is full on YOU, and care of your sizing and specific kilt interests (utilikilt makes a number of models).
This attention is critical - perhaps especially when fitting women since, as the web site FAQ says, fitting a utilikilt for gals is different than fitting guys. As my hand went to grabbing a kilt close to my waist size, Andrew's hand was there to go further up the rack to larger sizes "these fit on the hips for women" and he was so right. They are hipsters.
And how does one try on a utilikilt?
"So, where is the changing room"
"The Utilikilt is its own changing room," states Andrew, opening out a kilt to walk into, have wrapped around one, and therefrom to drop one's drawers beneath. Goodness. What fun. When was the last time trying something on in a store was so risky (not riskee) - or that a guy helped you robe in such an intimate, if seemingly semi-public way.
After a couple of iterations, an OK fit in one kilt went to a SUPER oh ya that *works* fit version of the kilt. This is why buying online may be a *wee bit* problematic for gals - and why the web site also recommends "go to where the kilts are" for women trying them out.
Which brings us to the next story: the Incorrect Order : even when you THINK from having been in the store that you know your size, the material of the kilt *may well* have a significant impact on the actual size you (a gal) might get for your hipster, cross-dressing utilikilt.
This was an error: in my enthusiasm for these groovy garments, i ordered another model in the same size. The tricky bits were (a) i didn't realize that all sales were final and (b) i was rushed at the time (c) and was trying to avoid the cost/time of a cab ride from Bellevue into Seattle. My previous sale made me think that oh i must know my sizing.
Perhaps the wonderful Johnny with whom i placed this order might have interrogated me to find out either how i had arrived at my sizing or what kind of kilt i had purchased, since the materials may cause a slightly different fit. But perhaps this is an issue that had not actually come up before for fitting a gal (maybe few women buy multiple instances of these things?)
But then, something else that would have been useful to hear on the phone as well was "just a reminder: all sales are final." When i had been in the shop, the kilt i got was a special sale item and Andrew stated clearly "you realize this is a sale item: all sales final; no refunds or exchanges" - No problem: i had the kilt on and was wearing it out of the store. So realize this: all sales are final; only in store credits.
As said, when i ordered this kilt i was dealing with Shipping Jedi (their nomenclature) Johnny at the 800 number for the store. Why did i have more than one chat with Johnny other than to order the item? Because i wanted to arrange to have the kilt picked up by courier in Seattle and delivered to me in Bellevue - apparently this had never happened before. But they were up for it. I treasure the intrigued directions on how to get the courier to the right part of the correct alley to make the pick up. Johnny emailed me to confirm that it had been picked up, and the kilt arrived without incident. Shout out to FleetFoot Couriers in Seattle for their excellent service.
Arriving at the hotel, unpacking the kilt, this is when the concern started: was the kilt just too big, and thus too long from hanging too low on the hips? After a tough evening hemming and hawing about does it fit, does it not? oh gee i think it's too big...what am i gonna do, will i have to return it, i read the fine print on the sales slip: no refunds. And so i had to call Johnny again to say why does this kilt fit so differently? is there a solution? what might it be? If there isn't another right fitting, right colour kilt in stock, am i stuck with this gorgeous but not particularly usable kilt?
Here's where customer service goes to the Right Next Level. Johnny immediately recognized that the usual In Store Credit offered to someone from another country who might never be back in the state to claim it might not be the best customer experience. So "while we are confident that we can get you fitted into the right fit, i've talked with Ben, my manager, who's said yes, in these unique and extraordinary circumstances we'll drop the kilt if we can't get a fit for you." That's cool. So, transport arrangements made, the clock ticking (i had a flight to catch), i head down to the store being assured that the replacement color at the replacement size would be waiting for me.
Amazingly, when i got to the store late that afternoon, it seemed that the replacement kilt of the right size and color had gone walk about. Brett, the staffer who had greeted me with "welcome home" spent considerable cycles on attempting to locate that kilt that Johnny had previously asked Andrew who'd had to go home sick early to pull and set aside. I tired on a longer one with the right waist that they could "chop" - but then i had a plane to catch and their sowers had all gone home for the day. But they'd been willing to find a solution that way if it had been available. Andrew was even called at home, and pulled out of his sick bed to be queried on where he had put the pulled kilt. It just wasn't there.
In a proactive fit of excellence, Brett went down the road to the warehouse himself to go look for the wrap in question. Rather than come back empty handed, Brett came back with a kilt of the right waist and length - though not the color i had picked, but what the heck? Tried it on. Loved how it felt.
Fitting again: Here's an interesting thing: this right size/length but different color model i left with felt *better* in fit than the long version that was supposedly the same waist, just longer. Once again, this reinforces the point on their site: go to where the kilts are. I don't know why the difference - maybe it's cuz on a longer kilt, the pockets are lower down; maybe it's because each of these is hand machine sewn, so there's slight differences. Maybe it's because different dies create different textures. But in each case of each kilt i tried on, each felt unique unto itself.
Fitting Note 2: Women's Tanks. If you're interested in one of the few made-for-women items in the shop, like the hot ribbed tank, gals may find they wish to go up one size. These American Apparel made tanks fit *tight* - even when going one up from your typical, anticipated snug fit shirt. Likewise, go in with a bra/top cover you're happy to wear in public: this is one area where a utilikilt may not be its own changing room.
And, with the kilts exchanged, that was pretty much it. One might stomp and spit a bit: how, after all these conversations and assurances, could the bloody kilt have gone walk about? It was no small deal to come down from Bellevue to Seattle, etc etc. You know, i don't know. Stuff happens. In the worst case, my worst fear was addressed anyway: that if no kilt available, then i could just return this one for a full refund, which was totally off the song sheet of the shop in anycase, so really, no harm no foul, and these guys were working it. Honour and all that satisfied. In future they may keep their pulls better labelled and stashed, but as said, in this case, it worked out: there was a well agreed Plan B in place and for that i thank Utilikilt.
Wrapping Up. Brett also resolved the sale well, and just as we were packing up, even Johnny called over to see if all had been settled out ok, while Jason went on a mission back to the warehouse to get me a not-for-sale Utilikilt mug as a gesture to say thanks for the patience; sorry for the mix up.
The staff at Utilikilt have plainly drunk the Kool Aid, which lends to a super experience. These guys seem to live the product. Andrew had had utilikilts for 7 years; Brett had plainly gone through a suite of them, recounting various experiences with different models at different points in time. It's a strong testament to a retail store that it can hold staff for a long enough period that they know the stock so well and how to fit people and keep up excellent customer service, from phone orders to in store experience. It is a kind of culture thing, and that's cool, too.
So kudos to Andrew, Johnny, Brett for sales handling, Jason for backing up Brett in the store, Sam for connecting the calls and Ben for supporting Johnny on Plan B. Despite the bumps, a super customer experience.
Epilogue: Walking down the Street
The Utilikilt culture is in evidence around the store. As i was walking towards it, about a block away, another kilted person was coming out of it - same kilt model even. There seemed to be an initial disconnect on the gender: am i seeing what i'm seeing - a gal in a kilt? Is that ok? Then, the quiet nod of the head to each other in passing, acknowledging. It reminded me of how in Canada, where motorcycles are far less common than they are in europe, folks on motorbikes tend to nod at each other: we know we're a wee bit off the norm in this pursuit, the nod admits, and we support each other in that. The Utilikiltarian nod felt similar.
Also, the number of times while in the Seattle/Tacoma region someone said to me "Is that a Utilikilt?" or "I love your utilikilt" has grown more than i can count. Brand awareness of this local product seems pretty good. I learned that at Microsoft and Boeing, Utilikilts have the status of "authorized wear." Even at the airport going through security, one of the personnel asked the Is that a... question. I'm ready for it now, as it's kept happening well outside the Home State. Indeed, it's become clear to me why Utilikilt pads a pocket of a new kilt with their business cards: they're to handle the number of times a person gets asked about the garment. So now i just say "Yes it is. Here's a card for the site and how to order"
Some folks aren't ready to make the leap to unbifrucatedness. Some folks chat a bit. Others break out in a big smile, and say thanks, staring at that card like it's magic. It's interesting to see the array of guys who comment, and talk about wanting to take the plunge.
I'm running out of cards.
Posted by mc at June 25, 2008 07:20 PM