12/08/2026
FOUNDER SERIES STORIES:
Episode 6: - The Customer Who Told Me the Truth. One honest customer’s feedbacks can contribute to the standard of the entire business.
In 2022, I received a piece of feedback that stayed with me for years during the transition period from the previous owners and previous team to me.
A customer pointed out that the construction of her dress wasn’t as refined as it should have been. She was honest, respectful, and willing to tell me what many people would probably never say.
At that time, I had just taken over the business. I inherited a team, inherited process, and inherited standards that were not yet fully aligned with the vision I wanted to build.
She ignited a question that stayed with me for years: what standard do I want my name to represent?
What affected me most wasn’t the criticism itself. It was the realization that every dress leaving the studio carried my name and of course customer’s trust. It’s the value of the brand. If I really do have the chance to recreate it, how should it be better than that?
Whether I personally made it or not, the customer didn’t separate the founder from the business. That conversation ignited something in me: Responsibility. Doesn’t matter what I do, what happened, I have to take the responsibilities as the owner of the brand.
I realized that if I wanted to build a luxury brand, I couldn’t only focus on beautiful designs. I had to focus on consistent quality, communication, craftsmanship, and the systems behind every gown.
Luxury is often associated with exclusivity, price, or aesthetics. To me, luxury is associated with standards and responsibility, honesty and transparency.
Personally, I am not the type of sugarcoating. I am the type of telling the truth. I can speak to you without filters, without fears. I totally understand that my words are sharp and maybe explosive at some points to some people. Yes, honesty can often feel like threatening and confronting. However, I don’t aim to hurt you or wound you but to wake you up from who you really are- the strong and beautiful ones from within. Therefore, I deeply appreciate from the bottom of my heart, those who can do the same to me: speaking from the heart, not from the judgements or fears based beliefs or scarcity, how we individually all learn, try and fail but keep going.
Looking back from 2026, I now understand that rebuilding a brand took far longer than acquiring one. And of course, it is far more valuable than just acquiring.
Thank you for walking this chapter with me. Follow for more if this kind of Founder Stories Series inspire you!
👑 SHINE BEYOND THE DRESS | Be unforgettable.
With your highest love,
Michelle Thư Nguyễn
Owner and CEO