For people who know what they need but don't know what the pattern is called, Replacements offers a free identification service. Using old advertising circulars, manufacturers' catalogs, and collector books, the company's research staff identifies customers' china, crystal, and flatware. Page, who initially did all the research himself, often takes a break from his administrative duties to help identify patterns that have stymied his staff. Another customer service tool is the company's 30-day unconditional guarantee. Customers who change their minds after buying an item aren't stuck with their purchases.
Page credits the company's customer service policies for much of Replacements' success.
Every company talks about customer service, but I don't think many understand the concept, as simple as it is. We really strive to offer a level of service that few companies provide. Replacements' inventory has expanded over the years. One addition was stainless steel flatware. Replacements often does more business in stainless steel flatware than it does in silver-plate.