Finally, a business that knows how to handle a screw-up. I dropped off three frames at Binswanger Glass a couple of days before X’mas after they said they’d be ready X’mas eve by noon. I asked them when they’d close and they said 3:00. I was there at 1:20 and they were closed tight. Needless to say I was steamed especially since one of them was a present for Dad.
When I walked in Monday still a bit hot under the collar, the manager, Terry, came out immediately and apologized, and explained that they’d made a mistake and comped the entire bill (it was significant since one of the pieces being framed was rather large). What a positive way to handle a mistake–not denying it, not making an excuse, heck not even waiting for me to ask what they could do. A good lesson in turning a mistake into a long term customer.
I’ve always got the glass for my frames at Binswanger because they are friendly, usually handle the job perfectly and deliver quick results.
Binswanger Glass Co, (512) 454-7755 8733 Burnet Rd, Austin, TX