1-800-PetMeds Gets A B+
Back in September I wrote a post, A Penny For Your Relationship, which suggested that businesses who ship their products to customers do more than just put the product in the box.
Today I received a package from 1-800-PetMeds. I have a nine-year old Sheltie with back problems. When the vet prescribed Rimadyl, I found that a month's supply was $14 cheaper by ordering online through 1-800-PetMeds than from purchasing from the vet.
In today's package:
- The medicine itself
- A mini catalog containing a $5 off coupon on my next order (if within 30 days) as well as comparitive pricing info on other drugs and products
Now here's the lagniappe: A large dog treat, big enough to split in half to give to both of my Shelties. Nice touch! I wouldn't have received any of that from the vet.
What could they have done to earn an A+ from me instead of a B+? How about a letter expressing their thanks for my business and perhaps restating their value proposition? It could also have contained information about how to opt in for newsletters and explained where I could find them on various social media platforms.Written in a friendly tone, this would add a "human" touch that could strengthen my loyalty to them. Yes, I wouldn't mind if it was a form letter, although it wouldn't take much to use a mail merge and personalize the letter.
But the dog bone--that was a nice touch.
Regards,
Glenn
You won't be barking up the wrong tree if you follow me on Twitter. I'm txglennross.
