Having a robust Claims Process

If you love the look in the previous blog article so much that you are thinking of opening your own fabric store, having a thorough claims process is a must. Below are my top ten tips for managing claims (A BIG thanks to Warwick Fabrics for helping me to gain understanding of a great claims process):

When a customer makes a claim about the fabric.

(1) Do not under any circumstances inspect the fabric

(2) Do not have the fabric tested

(3) Claim to the client in writing that you do not have any product specifications or test results for the fabric

(4) State multiple times in writing that you have previously supplied them with faulty fabric

(5) Do not provide the customer with any reason for refusing their claim

(6) Do not provide the customer with any information about how you came to the decision to refuse the claim

(7) If the customer asks for information about the fabric they have purchased state multiple times in writing that continual communication will not resolve this matter - regardless of what the actual question they ask is.

(8) If you are so busy dealing with an abundance of claims, you can always say to the customer that this will be the final communication regarding the claim. Then (and this is the fun bit!) ...continue to communicate with them! They will be so baffled they will surely drop their claim.

(9) Generally be as unhelpful as possible

(10) If the customer asks for product specifications for their fabric, pretend to no have a clue of what they are asking for.

Good Luck everyone!