Happy Beginnings From Happyendingsbooks
If you´re in a business where you ship your goods to your customers, especially if you sell on eBay or other similar sites, it´s easy enough to pack the product in a box and mail it off. But, if you want to exceed your customer´s expectations, put a "thank you " note in with the merchandise. On December 6, I ordered a used book, The Customer Is Always Right, through Amazon.com Marketplace from happyendingbooks. The book arrived about a week later along with a packing list and a form letter from Shirley thanking me and asking me to contact them first before posting a negative comment on Amazon.com. It also gave me instructions on how to post a positive comment.
Although a form letter, it was written in an informal friendly style with "Thank you! Glenn" handwritten across the top. The paper was bordered with snowflakes as opposed to being a boring white or some other color. Shirley also signed her name in ink.
This pleasantly surprised me; I suppose I was just used to an impersonal packing slip when I ordered books from various booksellers. But this small gesture on Shirley´s part made the transaction "personal."
Because it´s so easy for buyers to see feedback about sellers on ebay and other similar sites, a letter like this is probably standard operating procedure for those businesses. But if you are a small businessperson looking for every single edge, consider the "human touch". It took Shirley mere seconds to personalize the form letter. Not only did I give her positive feedback on Amazon.com, I also wrote a blog entry about it:-)
His Eye Doctor Has Blurry Vision
Over at Return Customer, Joe blogs about an incident at his eye doctor´s office. What can you do to make sure that this doesn´t happen in your office? It´s clear to me that the employee thought her other duties were more important than seeing to the patient´s needs.
If I were the eye doctor, I´d call a staff meeting and make sure everyone understood that without patients there is no payroll. The eye doctor needs to communicate his or her vision (pun intended) of how to take care of patients. And taking care of patients in not just the responsibility of the doctor and the nurses, but it´s also the responsibility of the office staff as well.
Hmm. I wonder if the doctor is guilty of "tunnel vision," focusing on medicine, but not the entire "patient service experience."
"I believe you have attained "customer satisfaction´ when customers return to your store because they want to, not because they have to.
–Richard T. Takata, President and CEO, Eagle Hardware & Garden, Inc.
As quoted in "The Customer Is Always Right" by Armen J. Kabodian