A Mission of Dedication: When a Client Found Us on Google for a ‘Find-by-Photo’ Dress

Page Content Structure:

• [The Hook] An Urgent Request from Hong Kong: “Can I get it tomorrow?”
• [The Challenge] The “Mystery Dress”: Find a dress from a single photo, in a giant mall.
• [Execution] The Zerrand Detective Work
  • Step 1: The 6 PM Rush Hour Search.
  • Step 2: The 30-Minute Wait.
  • Step 3 (Key): The “Plan B” From Home – The Call to SF Express & The Offer to Go Back.
• [The Result] A Regret, But Trust Was Built.
• [The Big Win] Our Badge of Honor: The Client Found Us on Google!

A Mission of Dedication: When a Client Found Us on Google for a ‘Find-by-Photo’ Dress

A few days ago, a new message from a Hong Kong man popped up on my WeChat: “If I order now, can it be delivered to Hong Kong tomorrow?”

After a brief chat about courier options, he went silent. Then, around 3 or 4 PM, he sent a photo of a dress.

Only then did we realize the true difficulty of the mission: He had been visiting the Houhaihui Mall in Shenzhen a few days prior and snapped a quick photo of a dress. After returning to Hong Kong, he decided he had to buy it. The problem? He had no idea what store or brand it was, only a single, cropped photo and the name of the mall.

He asked me, “Can you find it?”

The Zerrand Commitment: If a Client Has a Need, We Do Our Best

“I’ll head to the mall in a bit and try to find it for you,” I replied.

I was in the middle of other tasks, but as soon as I was free, I rushed straight to Houhaihui Mall. By the time I arrived, it was already nearly 6:00 PM—the start of the terrifying Shenzhen evening rush hour.

I got to the mall and started my “detective work,” showing the photo to mall staff.

In a stroke of luck, a staff member recognized the background and pointed me in the right direction! I ran to the store and saw the dress. I immediately took new, clear photos and sent them to the client: “Found it!”

And then… silence.

I waited in the store for over 30 minutes, but he didn’t reply. He must have been busy. As the 6 PM rush hour crowd swelled, I decided I had to leave.

“Plan B” From Home: We Were Willing to Go Back

As I was on the subway heading home, he finally replied. “Yes, that’s it! Are you still there?”

I explained I was already on my way back, and that at this hour, SF Express couldn’t 100% guarantee a 6 PM delivery the next day due to customs variables.

But after I got home, I couldn’t let it go. I still wanted to help him.

I immediately got on the phone with the SF Express service point in Futian (Note: only two specific branches handle the “Half-Day HK” service). I confirmed with them: if I got the package to them before 10:30 AM, it would still make the next-day delivery.

I messaged the client immediately: “Good news! If you need it, I can go back to the mall tonight, buy the dress, and personally ensure it’s shipped from the Futian branch before 10:30 AM tomorrow.”

A Regret, But Trust Was Built

Unfortunately, the client (who admitted he rarely checks WeChat) didn’t see my message until the next morning, and the window was missed.

While this 1-on-1 dedicated delivery wasn’t completed, the client was grateful for the effort.

But here’s the biggest win for us:

I politely asked him, “By the way, how did you find my WeChat?”

“I found you on Google,” he said. “On a webpage.” He then sent me a screenshot—it was our website, https://www.zerrand.com/!

A client (likely a man trying to create a wonderful surprise for his girlfriend or partner) found us via a Google search. We responded with every ounce of effort we had. It’s a pity we couldn’t complete this surprise mission, but it proves one thing: Zerrand is a real, professional, and dedicated team that will go the extra mile.