The Mem Store shipped my order promptly and correctly. That’s the essential first step. Then Debbie hand wrote a thank you note on my packing slip, and used my name. That’s a bonus. Plus she threw in two lollipops! Now I’m delighted. And raving about it to you.
Remember these lessons of great customer service, courtesy of Debbie and The Mem Store.
- Do the basics well. Be on time, accurate, complete.
- Use customers’ names.
- Hand write a note.
- Give customers a bonus.
Anybody want a lollipop?
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Becky started Small Biz Survival in 2006 to share rural business and community building stories and ideas with other small town business people. She and her husband have a small cattle ranch and are lifelong entrepreneurs. Becky is an international speaker on small business and rural topics.
I think this is a GREAT idea. Something we were thinking of doing here at Oprius is making some cookies to send to people with our logo in it:
http://blog.josephhall.com/2006/11/sugar-cookies.html
These would go out to our product advisory board who have all volunteered to help make our software leaps and bounds ahead of our competition.
Another thought is to get them something from here:
http://www.tenthousandvillages.com/
They help us with our software, and we send them something from 10K Villages which helps the 3rd world. Everybody wins!
Thanks for the blog post which helps me get off my butt and actually do this! Now…. cookies or 10K Villages… hmmmmm
Owen, you’re right, as usual. Add this to the list of lessons:
actually DO it!
Back in March, Chris Brogan gave some more ideas to empower your fans by giving them a bonus. And of course I promptly quoted him.
Food is always a great bonus. My kids always make sure I go to the bank branch with the best goodies.
Great example, Char. Amazing how we are influenced by these little things, once the basics are there.
Wow, I had a similar experience with them and also wrote about it.
Check out my post on the subject:
http://www.serviceuntitled.com/look-mom-i-got-a-lollipop/2007/01/30/
Hi, Douglas! This is a great example of how going the extra step can create excitement in your customers.
Thanks for sharing your experience, too.