Customer Service That Stands Apart
Let's face it. We live in an age when customer service is typically so dismal that when someone does something even remotely helpful, we're caught off guard. When someone does something truly helpful, we're speechless.
Such was my experience today when I received this email confirmation from an online merchant, about an hour after I placed an order for a birthday gift for my friend's daughter.
We just wanted you to know how grateful we are for your order and to let you know that since it was a birthday gift, we wrapped it at no charge and made sure it got into the mail today! Hope Ann-Marie enjoys it and that you will give us a chance to do business with you again!
Is your jaw on the floor, as mine was? This merchant took the time to notice three things:
1). I was a first-time customer
2). I was putting my faith in this company to delight someone on a special occasion
3). I hadn't paid the extra charge for gift wrap
They wisely decided it was worth their minimal time and effort to wrap the gift for me. Why? Because I am SURE to do business with them again. And I am sure to tell others (you, dear reader) about it.
Who is the company behind this awesome service, you ask?
A website called Plaid and Stripe that I discovered through a simple Google search. I emailed them back telling them how much I was awed by their service and again got a speedy reply, sent from the owner's iPhone no less:
Thank you VERY much. I am doing everything I can to get my online business up and running and I can use any help possible. I have great relationships with the customers in my shop in Providence and I am determined to exceed that online. Thanks so much.
Small business owners have the advantage (and burden) of doing so much themselves that they can offer this level of high-touch service. But large companies can, too.
How? By hiring can-do people. Creating a corporate atmosphere centered around helpfulness. And building relationships that are personal and customized (notice the merchant referenced my gift recipient by name?). Any size company can do this.
I still smile at the extra-mile service I got from Restoration Hardware a couple of years ago when a single clerk in Portland, Oregon made my son believe in magic by writing "From the North Pole" on every side of the UPS box that arrived from Santa.
Who are the companies that have wowed you with stand-apart service? Comment about them here. It's the very best way to thank them.
Labels: customer loyalty, customer service, personalization, Restoration Hardware
Please leave your thoughts and opinions in the comments section below, even if -- no, especially if -- you don't agree with what I've written.
posted by Kat Gordon @ 5:14 PM
4 Comments
4 Comments:
Katherine: I write a marketing blog for Kudzu.com and I highlight lots of great (and not so great) things I see happening out there. Here is a great customer service experience I had recently: http://bizsuccess.kudzu.com/?p=1446#more-1446
I am going to write about your experience! I'll let you know when it's up.
Pattie, thanks for your comment and story. If Home Depot can do it, anyone can.
Hi Kat,
I wish more people were talking about this subject. It always surprises me when I get poor customer service and love to hear about the places that really do care. I am the director of SkinSpirit and we are constantly looking for ways to go above and beyond for clients. We daily troll online review sites and day-after surveys to see where we can be better. I will keep checking your site to see how we can be even more mom-friendly! Thanks for the advice!
Stacey, I am familiar with your skin boutique and am impressed that you take the time to try to make every single appointment better for the customer. It really does matter. You've already uncovered one great source of feedback: asking the customer! So few merchants take the time to do this and it's a surefire way to know what you're doing right and what needs improvement. A quick anecdote before I sign off: I am a regular customer at the cafe down the street from my office. Everyone there knows me by name and my iced tea is poured as I walk in the door. Last year, the cafe changed owners and I met the new owner when I next came in. I introduced myself to him and said "I'm one of your steadiest customers." He said hello and that was that. What a missed opportunity. This guy just purchased a restaurant and has the ultimate focus group of one in front of him and it doesn't occur to him to ask "What do you love about it here? What do you wish were different?"
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