In this day and age I have come to reluctantly accept that customer service has taken a downturn. I was therefore pleasantly, but surprisingly, shocked by the amazing customer service at Desoto. Like, 5 star amazing.
I am recently back to IM training. Used Desoto suits 12 years ago so ordered a trisuit and loved the quality. BUT felt like maybe a bit too loose (losing weight daily with the training).
I messaged the company to ask questions and Emilio answered himself!!! He concluded that I am in a size too large and sent return slip. Need the suit for a race in a couple weeks so to be sure I get it in time they are shipping the new suit before they get mine back. And, they were sold out of the one I want but they were able to search and find it.
All this for me?!?! A mid pack, age group, part time triathlete?!?!? Man, other businesses could certainly learn from this.
I’ve been friends with Emilio for pushing 20 years now. I can guarantee this has been the same level of customer service and caring since I met him and the 15 years before that.
If you want to start a business, there is truly no one better emulate if you want to do it right. Are there ways to make more money and pinch every last penny from people, definitely. But we’ve got enough of those companies in the world. You can achieve a lot more when you actual care about your employees and customers.
My wife started her own business a couple years ago and is doing a level of outstanding that none of us can believe. She’ll ask me questions sometimes about what she should do for customer issues. I’d like to say they’re no brainer questions, but growing up seeing how Emilio responds on here and what I’ve read from other customers, has definitely influenced how I answer and what we do.
Sorry to burst your bubble. But you ain’t special.
He really is like this with all his customers. Had the same for last 20 years since I bought my first shorts and top (genuinely I still have both, and whilst showing some wear are still 100% serviceable for use in training).
I agree. The quality of their products, the customer service are all TOP NOTCH. I just had to retire my first pair of Desoto shorts after 18 years of wearing them at least twice per week. Had a little ceremony for their final resting place. Those shorts got me through so many races and training sessions- Desoto is all I wear specifically for racing. I admit I have a few other brands but those are biking shorts/bibs only and they are just for training.
Final thought to confirm when I ordered my wetsuit Emilio himself helped me get the right size and that suit is going on 12 years old with zero issues. If only there were more companies showed this level of service to their customers-
Thank you Emilio and crew
This is 100% my experience with Emilio and Desoto as a whole.
Our club gets all of our gear from DeSoto for a few reasons #1. The level of hands on customer service is just unmatched. Through designing kits to making sure sizing is right and on and on and on Emilio and Tracy for the Femme stuff are just awesome!
#2. They actually make the gear and it is produced in the US. Not outsourced to a private label manufacturer abroad, it is made in house by his team.
Our club is very small potatoes to some of the big ones out there and he still gives our orders all the attention we could ever need and then some.
I still recall a pool party after US Nationals in St. Joseph many years ago…Emilio shows up & decided he’d order like 20 pizzas on his dime. Fed dog-gone everyone who showed up.That’s just Emilio…generous, spontaneous & just always caring about everyone else–and that is what makes his customer service so awesome.
I have worn Desoto apparel for all my training and races. Absolutely top-notch gear. When I have questions about apparel, Emilio has always been prompt, and spot-on. Customer care like Desoto’s is truly special, and I wear his gear proudly. Just a customer, no relationship otherwise.
There is a reason my wife and I wear almost 100% DeSoto since we started doing tri 25-30 years ago. I half expected you to say that you told them your race was coming up so Emilio drove out to your house to deliver it.
We do need to investigate them for witchcraft … I can’t figure out how their cycling shorts last so long.
Had the same for last 20 years since I bought my first shorts and top (genuinely I still have both, and whilst showing some wear are still 100% serviceable for use in training).