The DayMaker Digest

Customer Care Newsletter: December 2012/January 2013

It's that time ...

It's been a busy and blustery two months around care and and in the 'burgh -- but we've been saving up some of our greatest hits from the holidays to take us out of the cold, and hopefully into some warmer days to come. A huge thanks to the whole MC family for pulling through a crazy holiday season, but we've made it through, and now we can sit back a recount some of our ModGuys' and ModGals' feedback from December and January -- and get to know a few familiar, and may not-so-familiar faces from your friendly neighborhood care team. Happy reading!

High Five

Counting down the season's "mod" props

5. To All the fantastic people at ModCloth -This is why, regardless of how many dresses I try that, darn it, just don't work on me, I will always, always be a ModCloth supporter. This company has without a doubt the best customer service I have ever experienced. You all

consistently go above and beyond for your customers, and that is what will keep them coming back.Thank you so much for your quick processing, your fabulously easy returns,
and your dedication to the ModCloth community. (Ticket #409467)

4. Merry Christmas, ModClothiers! I just want to tell you how awesome your team is :) Once I had an item show up slightly damaged, and I contacted your team because I had questions about the return/exchange process. The rep not only answered my questions, but went above and beyond to make sure I was happy with the transaction. Thanks for taking care of your shoppers in such an exemplary way, and treating it like it's the norm. (Facebook)

3.Dearest, most wonderful ModCloth, I cannot thank you enough for your incredible and timely service concerning a wrong/missing item in my most recent order. It was a few weeks ago - I have been terribly busy this month (who hasn't been, really) - But I wanted to thank you for continuing to impress me over the years that I have been a fanatical fan. I absolutely adore everything I received in my last order and can't wait to spend my Chrimbo gift certificate on some more fabulous items. Keep up the fantastic work and thank you, thank you for your commitment to customer satisfaction!!! You are a rare gem. ♥ (Facebook)

2. Aside from wonderful jewelry and great, fun pieces Mod Cloth's amazing customer service is the reason that I will continue to shop here. While I was disappointed that my necklace came apart, I had no doubts that the customer service team at Mod Cloth would step up to the plate and help me find a solution. In an age of automated customer service calls and complicated solutions to a simple problem, the team at Mod Cloth consistently does the right thing by their customers with as little hassle as possible. I don't know if you hear it as often as you should, but this consumer would like to say THANK YOU! (Facebook)

1. I just wanted to say how impressed I am with ModCloth. I'm a fairly new customer, and I've loved all my purchases. About a week ago, I left a review for a product, and mentioned a minor flaw that I honestly didn't think was a big deal. My review was forwarded to the customer care team, and to my surprise, I was contacted by a member of the customer care team. Not only was I offered a coupon code for free shipping and a discount on my next purchase, I was also given a partial refund on my purchase! I never expected such great customer service - I've never seen a company do business like this. I will definitely be a loyal returning customer! Thank you so much! (Ticket #396472)

Care Corner

A chat with advocate Trent Michaels ...

Our very own Trent Michaels could be described as a bit of a jack-of-all-trades. He joined the care team about 6 months ago, and has since helped with everything from exceptions and fraud, to helping fellow teammates with questions and concerns about shipping and exceptions protocol. The self-proclaimed video game nerd and cat lover (he has two: Sephiroth and Boris) has created comics since the 6th grade -- random? Maybe not, once you get to know him.

"My friends and I first came up with a comic about a crime-fighting gang, and we were the superheroes, and our chorus teacher was our arch-nemesis. We fought crime in our Converse shoes and called ourselves the "All Stars".

Staying true to what essentially began as a hobby, Trent pursued his path throughout school.

He went on to study traditional animation in college, earning his stripes from the basics like self- portraiture (see above), to more extensive projects. Like any artist, Trent has had time to develop his perspective on the "traditional vs. digital" debate, and he seems to find a happy medium between the two, in that, one can learn from digital practice and apply traditional techniques. Whichever side of the debate you may find yourself on, some facets of the creative process remain the same.

In his web comic Cosmonauts -- a project he began during his sophomore year of college, Trent relies on one of the best techniques for effective storytelling: writing what you know.

"It's an ongoing project. Originally it was about a slice of college life -- the three main characters: Constance, Ashley, who's based on me, and Baron -- they each represent different view points I had or are some kind of extension of myself."

While Trent continues to revisit this and other projects, if you ask him, the Pittsburgh native would eventually like to relocate to California, set up shop, and dedicate his time to creating a full-blow television show from his vast portfolio of projects.

When in comes to his short time with the MC family...

"ModCloth has been a very pleasant surprise for me -- I've had all kinds of jobs. I've worked retail before, I've worked in a factory assembling plumbing equipment. I'm just very happy to be here and to have so much opportunity."

Would You? Could You?

Customers take the mic ...

I see the new products everyday, and I add all of the ones I like on my wishlist. That means I have a very long wishlist. Every once in a while I go back to it and make a purchase. I only wish I could order my wishlist based on an attribute, like price, or availability. That'd be awesome. :) Just sharing my thought. (Facebook)

Dear ModCloth,

I love you! I really do! Everything you sell is absolutely amazing and the ModCommunity is exceptionally awesome! The Customer Service amazes me every time I need something and your Social Media Team is also great! I was a part of the ModSquad last year and loved being part of a group that could somehow help your business grow!

With that said, I feel like I have to say something about those voting contests: they're bad for the ModCommunity. I know the intention is always the best, but those contests bring the worst out of people. Take the Year of Dresses Contest for an example. People are cheating, buying votes, trading votes in suspicious websites and generally being rude to each other! I think this is the kind of thing that happens once a contest that should be based on originality and merit turns into a popularity contest. High School girls can tell you all the horrible things people do for popularity, so it doesn't surprise me that those contests are slowly becoming a rage show! I know you'll choose winners based on merit too, but one of those absurdly popular people will also be named a winner and I seriously believe that will be a big mistake. Because that means we're rewarding cheaters and wrong-doers. I know some people will read this and think I'm a bad loser, but that's totally not the case, since I haven't even entered the contest - as an international customer, I thought that if I won, that would be bad for you, because of shipping rates, taxes and everything.

So, please, ModCloth, being the awesome business you are, rethink those contests! I'm sure there are other great ways to promote ModCloth and share the incredible talents of your customers and fans! I know you have a fabulous team that will come up with amazing new ideas to try!

Thanks for everything and keep the awesomeness going! You're my favorite store!

Lots of love,



Favorite Photo From A Customer:

"Bearded Dragon in a ModCloth Box"

Submitted by MC Facebook fan Jessi Belle Munsey.

One For The Team

The list goes on ...

Thank you for choosing women of all colours and sizes to model your clothing, I feel like when you showcase your products, you're thinking about what women like for women, by women, and you give me hope that one day, there can be an economy based on publicity that does not objectify the woman, nor make women feel insecure or create a false need by hurting the image of the woman. Rather, you embrace the femininity of a woman, in a way that doesn't imply that femininity is weakness, you find unique pieces that break the mass produced mold and obscure the idea of a sole ideal woman. You offer pieces that compliment the advancement of woman: the sexy woman, the conservative woman, the scholarly woman, the Judith Butler woman, the working woman, the artist, the nurturer-by-nature, the progressive woman. Most importantly, your stuff is really cute and classic! Please never stop. (Facebook)

Thank you to everyone at ModCloth for running this amazing site that has helped me to broaden my style and want to wear gorgeous clothes all the time! I bought many things through my mums account, so we could combine our purchases so it was easier. I'm addicted - I can't stop visiting this site every time I open the internet! But it's so much more than a site, it's inspiration! The amazing blog! And the style gallery! One of the best things is that everything is so unique! No one has clothes like mine and I feel confident in everything I wear. So thank you again for all the hard work you put into this gem of a website. I am so thankful to all of you at ModCloth :) (Ticket 389414)

A HUGE thank you to ModCloth!! I had planned to wear the the Safari of Serendipity dress to a party thrown by my husband's boss tonight. I got it last weekend and it was too small. Took it to the post office Monday to return for a larger size and started digging through my closet looking for something else to wear. It never occurred to me that the turn around time during this busy holiday season could be so lightening fast-- never mind with only a few days until Christmas. To make a long story short, I received my size L dress this afternoon, it fits beautifully and I can wear tonight! So excited and grateful! (Facebook)

Dear ModCloth,

I wanted to thank you for your acknowledgement of yesterday's technical issues during your sale. Some of the comments were complaints, ranging from legitimate criticisms that may help you improve your business to petty complaints from potentially unpleasable customers.

I have been shopping with your company for a bit over a year now, and I am thoroughly impressed. You operate an honest company with impeccable customer service, and nobody can expect everything to go perfectly. You provide quality clothes, listen to customer feedback, and have an excellent return policy -- a must-have for an online shop! Not only that, but you carry a wide-range of sizes, so any size fashionista can shop with you, and your sizing guides are incredibly helpful, making online shopping so much easier.

Thank you for being genuine and wonderful. Please keep up the good work!

No complaint or frustration I might have could ever compete with the dedication to customer service you have shown (Facebook)

Adventures in Care

Taking cues from the care team on how to keep warm during winter's coldest months:

Shift Lead Cara Aiken: "My winter favorites are sitting fireside (under a blanket) with a mug of hot tea or hot chocolate. My favorite winter drink to make, however, is Atole de Leche, a hearty Spanish dessert drink that combines milk, cornmeal, sugar, cinnamon, and vanilla. Yum!"

Advocate Aimee Ruppen: "My favorite winter activities include staying inside where it's warm and watching it snow. If I had a fireplace, I'd be curled up in front of it with a good book, or buried under blankets watching a movie I've seen a million times. If I'm forced to go outside, I love to go ice skating with friends, though my favorite part is probably going to get hot chocolate and warm back up after. We all know I hate being cold, but I enjoy when it snows a LOT. Go big or go home.
Product Knowledge Associate Lead Kate Anderson: "I love to cuddle under blankets on the couch with my husband, and my dachshund, Riggs. I also love wearing layers of socks and thermals and my snow overalls when it's really snowy."
Shipping Exceptions Specialist Nicole Conniff: "Snuggling with my puppy! I'll pull my comforter from my bed downstairs and wrap us both up on the sofa with a hot cup of tea and settle down for some movie watching. I love evenings spent like that."
Customer Care Training and Communications Specialist Stephanie Yeager : "I wear at least 2 layers, consisting of yoga pants under sweat pants, t-shirts under sweatshirts, and open-fingered gloves. I sit under my electric blanket with my dog laying on me and an extremely hot cup of coffee in my hands so I can maintain the feeling in my fingers. I like to call this 'Hobo-Chic'. I should also probably just turn up my heat."
Customer Care Manager Audrey Griffith: "Here's a couple of my fave drink recipes sure to put a fire in your belly and spring in your step:"

Coffin Nail (like a Rusty Nail)

1/2 oz DiSaronno
1/2 oz Drambuie
1 1/2 oz Dewar's

(you can add coffee and cream to this, as well)

Hot Buttered Rye

1 c heavy cream

2 tablespoons of maple syrup

1/4 c rye whiskey

6 tablespoons hot water

2 tablespoons ginger liqueur

Freshly grated nutmeg

Beat heavy cream and maple syrup with a mixer at medium speed for about 2 minutes until it has a butter-like consistency. Cover and chill at least an hour. Pour rye whiskey, hot water, and ginger liqueur into a heatproof cup. Top with maple-cream mixture and freshly grated nutmeg. YUM!

Advocate Susan Chunko: "I try to use my stove and oven more instead of the microwave to heat up the house; I wrap myself in my velour blanket while sitting in my recliner to watch tv (a cup of tea included!); I surround myself with as many people who like to talk so we can use all of our "hot air" to keep us warm!!"
Advocate Katherine Baverso: "I love to make soup on a cold day. Here is one of my favorite recipes":

Butternut Squash Soup

2 medium sized butternut squash
1 large yellow onion, chopped
1/2 tsp coriander
1 tsp cinnamon
1 tsp cardamon
1/2 tsp allspice
1 cup of cream (soymilk, half and half, whatever you like)
1 tsp olive oil
1 tsp sugar or honey
salt and pepper to taste
You will also need a blender

Cut the squash in half and scoop out the seeds. Sprinkle some of the seasonings on the squash and roast at 375 for about an hour or until soft. In the meantime, sautee the chopped onion with the oil in a soup pot until soft and almost clear. Cube the roasted squash and add it to the pot. Add water until squash is covered, add the rest of spices and bring to a boil. Turn off stove and let cool for a bit. Now add contents to the blender, filling the blender no more than half way. Puree, puree, puree. Add the cream and stir. Bon appetite!