customer services - wow factor

Following on from Tuesday’s post about bad (and good customer services) sometimes the service you get can be an experience with the wow! factor, which is what happened to me this week.

Actually, it made me smile because of the timing with the subject matter of my earlier post. . .

A week or so ago I took up the ‘check it out’ offer from Frank Kern (you may have seen some reference to it at various websites).

The package was a blatant continuity ‘try my monthly material and I’ll throw in DVDs of a successful seminar’ subscription. I was asked to pay the P&P only and the subs payments wouldn’t start for a month. No problem, I set up my reminder to review whether or not I wanted to take the monthly programme - as I shared with you on Monday.

The material arrived, I’ve started to look at it (and already got some great ideas both for me and my clients) but I’ve not got through the whole lot yet.

Yesterday morning I got an unexpected package from Frank. Another DVD.

Why did he send it?

Because he discovered one of the DVDs has a glitch on one of the tracks (probably some problem with the burning) and, rather than wait for people to report the problem and ask for a replacement, he decided to send everyone a new, re-digitalised copy of the damaged track plus a bonus session as a ’sorry for the trouble’. Because I haven’t finished going through the material I wasn’t even aware there was a problem.

Did he need to do this? Not really.

Has doing this helped his reputation with me?

Definitely - I’d decided, because of the value I’ve already got, to let the subscription continue so this attention to detail has confirmed I made the right decision.

Did Frank think taking this extra ‘wow factor’ step might help people who were undecided to give it a go for a while?

What do you think?

Has it turned me into an ambassador for his products? Probably, I’m certainly keen to see what else he’s going to deliver in his monthly missives.

Offer a customer service that makes people say “Wow, I didn’t expect that!” and you’ll reap the rewards too. It’s all part of building and keeping a good relationship going so people want to do more business with you.

Your Experiences

In my earlier post we talked about our bad experiences. Let’s finish the week on a positive and share stories of good customer service experience. Use the comments link below to tell about companies who’ve given you good vibes.

Have a great weekend.

~ Carol Bentley

P.S. I know it’s only Thursday - but I’m off for a short break now