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"The Secret of abundance is to stop focusing on what you do not have, and shift your consciousness to an appreciation for all that you are and all that you do have." [Dr. Wayne Dyer]
Todays' post at FC Expert bogs lists 5 ways to thank your customers.
I'm sure there are more. How has a company pleasantly surprised you?
Posted by Valeria Maltoni on November 22, 2007 | Permalink
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Happy Thanksgiving Valeria!
First of all, as I reflect on this past year, I am thankful for your writing and our connection - started via your FC Expert blog!
The great people at www.moosejaw.com are leaders in innovative ways to market outdoor clothing and gear. They have a great backstory and somehow find a way to pleasantly surprise me every time I do business with them!
Joe Raasch |
November 22, 2007 at 10:00 AM
Great quote, and very important words. To me, great service and follow up are also ways of saying "thanks." My dentist is an example. If I'm in for even a minor procedure that requires freezing, he'll call that night to see how everything is going.
I've never had a medical professional do that before. His office even has a holiday wine and cheese in the office for customers!
Karen Hegmann |
November 22, 2007 at 03:04 PM
@Joe -- I remember that first comment of yours. And a post not long after that when you came back from a trip and found snow all over and around your house. It was such a beautiful sight! I find that it really doesn't take much to surprise and delight people and customers. I'll have to check Moosejaw.com out.
@Karen -- funny that you should use the dentist as an example. Mine is also superb. She is a bit pricier and she will admit to that, but she also knows that she is providing a service quite unlike any other. he sits down with you and lays out options, answers questions, etc. She's a first in dentistry to do that. Happy Thanksgiving to you and cheers to good dentists.
Valeria Maltoni |
November 22, 2007 at 05:34 PM
Hi Valeria, and Happy Thanksgiving (belatedly) to you
I had a great example of customer service yesterday from my energy company. They needed meter readings, I needed to track down the key to the box and for them to phone me back later in the day, which they (rather, she) did. The ensuing conversation was friendly, helpful, professional but human. She finished by saying "I'm obliged to read you this script" (about my customer rights) but she helped to humanise the interaction by laughing with me before and after the technical part, and making it clear she was making a personal, direct connection with me.
I felt there was a lot to learn from this one, short interaction.
Oh and also from someone who sends the most amazing e-mail welcomes to first time readers, viewers and commenters - a shining example of a pleasant conversational surprise. Thank you :-)
Joanna Young |
November 23, 2007 at 06:52 AM
Thank you for your kind words. To me the person is important and comes first. As you articulated in your example, that's what the service rep did with you.
I am always impressed when a utility company goes the extra step. Especially given the obligatory nature of the service they provide.
I was talking with my mother yesterday and she had the opposite example: a phone and internet connection provider in Italy that hiked the initial price in her contract and now is not taking her calls while providing sketchy connection. I tend to take this kind of abuse to a person on a fixed income very seriously. It takes so little to do what you promise.
Valeria Maltoni |
November 23, 2007 at 08:27 AM
Another service example: taking my dog, a big yellow labrador retriever, to the vet. Each time I pick her up after her annual physical, the vet has a bandana around her neck and calls me at home the next day to see how Wendy is doing.
It is something small, consistent, and touching that works. There are a lot of dog doctors out there to choose from!
Joe Raasch |
November 23, 2007 at 08:53 AM
If I had a dog, yellow lab would be my favorite. I know of another vet who is very good to the animals and nice to their families. It really costs little to make the effort -- a small thing, as you say, can go a long way. It shows you've given it some thought.
Valeria Maltoni |
November 23, 2007 at 02:14 PM
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