This week, GTS sat down with Threadless' Customer Service Manager - Brianne. We chat about the challenges of customer service, her bulldog Ella and the her fear of singing. On with the show...


GTS: Okay, ladies and gents, I'm happy to report that Gettin' The Skinny is back after an extended holiday break and today's guest is Brianne. What's happpening Brianne?

Brianne: not too much...how's it going with you?

GTS: 2009 is off to a wild start but you gotta roll with it.

Brianne: so true

GTS: Please tell the folks at home what it is you do @ Threadless.

Brianne: I am the customer service manager, which means pretty much all things customer point to me

GTS:returns, delivery mishaps, etc.?

Brianne: you betcha....emails, lost orders, exchanges, freak attacks on shirts while in transit (it has happened!)
all those come my way

GTS: so you're like Threadless' version of Office Space's Tom Smykowski - you have people skills!

Brianne: You could say that. I suppose now would be a good time to say that I too am also working on a version of Jump to Conclusions

GTS: Nice! How long have you been the Customer Service manager @ Threadless?

Brianne: Just over 3 years

GTS: In general, would you say that Threadless customers are understanding when a mishap arises? Or are they all jerky about it?

Brianne: Oh definitely not jerky. We have some pretty amazing customers and I would say most people are extremely understanding and know that we are going to do our absolute best to fix it for them. Of course there are always so rotten apples but most of the time, they just had a bad day or are just so exited about their tees that it makes them crazy. you can't fault anyone for that!

GTS: true, waiting for a Threadless delivery can drive even the most sane folks into a wild furvor.

Brianne: so true. sometimes you need your Threadless fill.

GTS: Is there one really crazy/crabby customer service episode that you can share?

Brianne: oh my there are so many great ones. i always love the crazy- good ones. there was a time where this guy had a burn hole in his shirt and he wrote this poem in his return about how he was hanging out with this girl and she smoked and it is bad to smoke but he still liked her and when he went to kiss her, she accidentally burned him with her cigarette and that is why smoking is bad. it was a wonderful poem. we also get haikus, songs, tear-filled requests to bring back a shirt and lots of wonderful and amazing things. it is always interesting around here.

GTS: do you keep a collection of all the craziness?

Brianne: yes, we have a board where we keep all the cards, letters, pictures, emails and other crazy things that we're sent...it covers an entire wall. i think we are going to have to expand it soon.

GTS: A Post Secret style blog/book would be amazing to see.

Brianne: oooh that would be fun

GTS: Definitely. Change the names to protect the innocent of course.

Brianne: oh yes, of course.

GTS: Now from what i hear, you, like many other threadless staff, have an awesome dog. fact?

Brianne: this is a fact. i have a adorable english bulldog named ella.

GTS: How does ella get along with the other threadless pups?

Brianne: She gets along pretty well. They are not sure what to make of her b/c she slobbers and snorts and makes a lot of funny noise. then she'll get tired after playing for 5 mins and pass out - typical bulldog.

GTS: how old is she?

Brianne: she is 3 1/2. i got her just after I started working here. she was 10 wks old and would come to work with me everyday.

GTS: i'm sure one look at her would melt the heart of even the crabbiest customer.

Brianne: absolutely! maybe i should start including a picture of her at the bottom of all the emails. have a rotation of all the office dogs. "Have a wonderful day! Brianne + Ella - Threadless Customer Service" Nola could help, and Red too!

GTS: brilliant! customer service complaints would plummet to an all-time low.

Brianne: haha...i think i am going to have to seriously consider this. i'm here to make people happy and puppies make people happy!

GTS: amen! I've asked my fellow bloggers to submit some questions for you so let's get right into it.

Brianne: lets do it

GTS: TimScribble asked: If you could go on tour and sing with any band, who would it be?

Brianne: Singing has always terrified me. Karoke would be the death of me. So i would rather play another instrument - maybe the electric cello in Cursive or stand up bass in Rev. Horton Heat...wouldn't that be awesome? Or maybe the accordian in the Pogues - shane macgowan and i could get smashed on whisky after each show.

GTS: all awesome choices. jess4002 wanted to know: what is the most memorable birthday present you have ever received?

Brianne: My sparrow tattoos...they were partially a present from my husband and from myself. I like to get myself birthday presents every year.

GTS: Same here. Who knows what you want for your birthday better than you?

GTS: tracerbullet asked which are better: clicky top pens or regular capped pens?

Brianne: Clicky! Though they make me a little OCD....clickclickclickclickclick

GTS: the golden spatula wanted to know: what's the last thing you think of before falling asleep?

Brianne: if i'm having trouble sleeping, it might be pop culture or math which usually put me to sleep. I'll list off a movie, actor, fashion design, etc from each letter of the alphabet A to Z...or do math equations in a certain pattern 1+2 is 3, 3+4 is 7, 7+8 is 15, 15+16 is 31, etc...lame i know. or if i fall asleep right away, its usually...damn, my bed is comfy.

GTS: Our last question comes from Maltzmania: Define the word "Awesome".

Brianne: how can you describe that? i think of it more as a feeling in your gut or a frame of mind. it is to be used when you encounter something that is so amazing and stunning , it makes you dig deep into your vocabulary but you are so overcome by how awe inspiring it is, the only thing you come up with is "AWESOME" or when it comes to me, you use it like every other sentence. it was very difficult for me to to describe awesome without saying awesome.

GTS: It's time for Pick One. Are you familiar with this segment?

Brianne: yes i am!

GTS: Singing with Soul: Marvin Gaye or Otis Redding?

Brianne: otis

GTS: Lunchtime Commodity: pudding cup or cookies?

Brianne: cookies

GTS: It's Gotta Be The Shoes: slip-ons or lace-up?

Brianne: slip ons

GTS: Wine Time: Red or white?

Brianne: white

GTS: Campfire Treat: Smores or Jiffy Pop

Brianne: smores

GTS: Nerd Herd: Screech or Urkel?

Brianne: Urkel - that talk of a screech sex tape just weirds me out.

GTS: School's in Session: Math or Geography?

Brianne: Math

GTS: Winter Fun: Snowmen or snow angles?

Brianne: Snow angles

GTS: The Elements: Fire or Ice?

Brianne: Fire

GTS: This one a pick one three-way battle: Larry, Moe or Curly

Brianne: curly

GTS: Nyuk nyuk nyuk! Brianne, sadly we've come to the end of our interview.

Brianne: awwww, im so sad now.

GTS: All good things must come to an end. Just two more things before you go. First, which Threadless staffer would like me to interview next.

Brianne: I dont believe you have interviewed Lance.

GTS: that's correct, i haven't interviewed Lance.

Brianne: that is my vote

GTS: Lance it shall be. And lastly, please share a pearl of wisdom with the folks at home.

Brianne: Send me cupcakes. does that count as wisdom?

GTS: ha ha sure. why not?

Brianne: Cupcakes are the way to a customer service reps heart.