Knock-their-socks-off customer service

If businesses provided just that one thing — excellent customer service — they’d be way ahead of their competition and raking in and keeping clients. The amazing thing is that often it’s not hard or costly to make clients happy, yet many businesses seem averse to taking good care of the people who butter their bread.

For nearly a year I frequented a business that provided high-quality meals for people on the go (or, in my case, for people who don’t like to cook). I spent a lot of money there. One day I received an email from the business announcing a delicious special. A few minutes later I was in the store and ready to purchase two meals. However, the owner told me that they had sold out. Sold out?! She had just sent the email!

I was very disappointed, but all she did was apologize. Even though I’d spent enough money at her store to put a kid through college, she didn’t even offer a free dessert for inconveniencing me. Guess what? I haven’t gone back since.

Not long after that, my husband was shopping at a local gourmet store. He wanted to buy my favorite chocolate gelato, but he didn’t see any in the freezer. When the store owner realized he was out of chocolate gelato and how disappointed I would be, he went home where he kept his stock and got a carton — just to make his customer happy. I was absolutely blown away! You can bet that we buy from him all the time.

Now listen to this one. A few days ago I recommended Printingforless.com in a post. Because they monitor blogs for mentions of their company, my service team saw the post and emailed me to express their thanks. But that’s not all. They gave me two appreciation gifts! I got one today — a Pantone process color guide. Cookies from Dancing Deer Baking Company are on their way.

I am beyond thrilled with their customer service. They definitely know how to keep a client for life and generate referrals — one of the greatest “secrets” to a successful business.

[Note to my Bobcat Team: I know you'll see this. Thanks again! No need to send more cookies ]

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  Talking Feather Communications is located in Anthem, Arizona. We provide business and marketing communication services, including copywriting and content development, Web site development, WordPress blog setup, and search optimization.