"Good Enough" Mistakes & Customer Satisfaction

Mistakes are inevitable, especially when specializing in Custom work. However, your response to those mistakes will be what sets your craft apart from ordinary to extraordinary.

In the fall of 2020 we were contacted by an interior designer to create a replica of a Maison Jenson Coffee table for Our clients in The Plains, VA. Immediately we were excited to take on the project. Matthew had already been in the research and development phase for a line of furniture, so this would be a great opportunity to shift focus in the studio. Everything about the design was well within our scope of expertise and skill-set, except for the particular finish that was requested. However, anyone who knows our company, knows that we do not shy away from a challenge, and we never claim to be above learning something new.

It would be an understatement to say that 2020-2021 were difficult years for small businesses. Matthew Harris Studio was not immune to those challenges, neither were our employees. With the stress of a global pandemic, maintaining workflow, and satisfying approaching deadlines, we all were under a lot of pressure. Much like steel that is strengthened as it is forged and hammered, our response to the pressure and challenges could either strengthen or weaken us as a company.

The 1st finish for the table was pre-selected from a series of small samples made up of painted and hand applied wax mix. However, when applied over the entire base of the table, that particular finish did not reflect the sophisticated look of the original design. Although the craftsmanship and fabrication of the table were excellent, the finish was not. Nonetheless, In an Effort to stay on schedule and move to the next phase, we delivered the table to VA. A few days later we received a call from our clients Informing Us that they did not like the finish. Without hesitation we returned to VA, retrieved the table and brought it back to our studio. Matthew and our team sat down to discuss the entire project from start to finish. We examined the process to evaluate our shortcomings with the 1st finish and formulated a plan to successfully complete the table with a more refined finish . After spending several weeks developing the unique tones and best application for the custom patina finish, We began the necessary steps in re-finishing the table. Our team felt confident in the final result, and the table was ready for delivery.

“That looks amazing! A+ finish!” Those words were music to our ears as we unwrapped the coffee table in our clients’ home. They could Not have been happier and we could Not have been more proud of our team's dedication to fine craftsmanship. The moral of this story is: If you find yourself settling for “That’s good enough,” then, it’s not good enough. Our company is continually growing and pushing new limits. We are currently in the process of developing a new gallery of top tier finishes. Even though we were faced with the loss of time and money, we are thankful to have stayed committed to excellence and growth in the process.