Article: Personal customer service – even when something goes wrong
Personal customer service – even when something goes wrong
When you contact Rune-Jakobsen Design, you don't reach a call centre or an AI chatbot. You reach Kari or Torben.
That is a deliberate choice.
We run the business ourselves, make our Woodworks products and are in daily contact with our customers. So we know the products, the materials and the options when you need help before, during or after a purchase.
You talk to us – the people who know the products
Many questions can be answered directly on our product pages or in our FAQ.
But not every need fits a standard template.
Perhaps a magnetic knife holder needs a particular length. Perhaps you are unsure which magnet strength suits your knives. Or perhaps you want a product in a size or finish that isn't listed in the shop.
In those situations, you can write to us or call us.
You get an answer from a person who knows the product and who, in many cases, will also be making it.
Advice rather than standard answers
For us, good customer service is not about giving the answer we think the customer wants to hear.
Sometimes we recommend a different model. Sometimes we can make a custom solution. And occasionally we have to say that, in our judgement, a requested solution will not work satisfactorily.
What matters most is that you get an honest, informed basis for making your choice.
This is something that comes up again and again in our customer reviews, where customers highlight quick replies, flexibility and help with individual solutions.
We make mistakes too
We make products by hand, pack orders, answer emails and ship goods to customers in many different countries.
Even with great care, something can go wrong.
In rare cases a product can have a defect. A delivery can be delayed. An email can be overlooked. Or we can misunderstand each other.
We don't believe good customer service is about claiming that mistakes never happen. It is about how they are handled.
If the mistake is ours, we take responsibility for it and try to find a solution the customer can be happy with.
We take criticism seriously. Not only because a specific case needs solving, but because it can also show us where we can do better next time.
No automated review requests
As a matter of principle, we do not send automated or unsolicited emails after a purchase asking our customers to review us.
So when someone chooses to write a review on Google or Trustpilot, they have done so on their own initiative.
Positive reviews are of course lovely to receive. Critical reviews are less pleasant, but at least as worth listening to.
Both give us a picture of what we do well and where we can improve.
Write to us or give us a call
The most common questions are answered in our FAQ, in the chat and on the individual product pages.
If you can't find the answer, want custom dimensions, need advice, or something about an order isn't as it should be, you are always welcome to contact us.
It is Kari or Torben who reply: info@rune-jakobsen.dk or +45 4243 2376.
If we can't reply straight away, we aim to get back to you within a few hours on any weekday.
For us, customer service is first and foremost about being available, knowing what we sell and taking responsibility when something doesn't go to plan.
Read also
- Crafts with origins
- Cutting boards from our workshop – made to order
- How strong should a magnetic knife holder be? More is not always better
