Brad, Tyler, Katy -- Super Customer Secret Service / by Saarloosandsons

From: William
Subject: T shirt
Date: April 30, 2012 1:56:57 PM PDT


My wife and I visited you winery a few weeks back a beautiful location and I might add friendly staff both on site and at the vintners festival, at the time I purchased a T shirt. When I got home I found the T shirt was different than the design displayed and so I called today to offer to return the shirt I received and get the correct shirt sent out.

I was pleasantly surprised when the gentleman on phone offered to immediately send me the correct shirt and I was told no need to return the one I had received in error. I am now writing to express my sincere appreciation for this most kind offer of assistance.

In this day and age customer service as we all know leaves a lot to be desired, I am happy to see there are still people out there who know how to provide true customer service and great wine. When time allows please provide details via email on membership to your winery, I look forward to joining your wine club if such an option exists.

Kindest of Regards,

Hi Bill,

Thanks a lot for your email. It might sound cliche but we truly pour our heart and soul into what we do here and it really means a lot when someone reaches out to let us know they appreciate it. One of our family motto's is "we live our lives in a way to honor those who have come before us and prepare the way for those yet to come" That is our sole purpose in showing up to work every day. You have had our wines so you have seen the pictures of our grandparents, uncles, aunts and all those who have come before us. You have also seen wines like "brielle" who is named after my seven year old niece who will one day be signing my paycheck.

I have to be honest. Today when I took your call I wasnt thinking what about customer service. I was thinking about what was the right thing to do. I was thinking about what my grandpa would have done if he were in my shoes.
I am glad your interested in the club. We refer to it as our family more than a club. To give you the quick version, we offer three different levels. Acquaintence level which is 3 bottles per shipment ($115 per shipment). Friend level which is 6 bottles per shipment (two of our 3 selected wines-$230 per shipment) Family level which is 12 bottles per shipment (four of our 3 selected wines-$460 per shipment) We ship on a quarterly schedule usually (may/august/nov/feb) With the membership you obviously get free tastings, event invites, access to club wines only, and discounted ticket prices. We also offer a pick up option, meaning we will hold it for you at the tasting room. The secret part of our club is if you want to do something awesome, just email us what you are thinking and we will do our best to make it happen. What that is, you have to dream it up.
Anyways, if you would like to join, you can call me and we can do it over the phone 805-688-1200 or sign up online on our website at

ps. I dropped the shirt off at our shipping company today, it should be there within a couple days.

Sent from my iPhone

The Saarloos Family