Sunday, July 18, 2010
Thanks for calling
A regular guest came by the other day while I was at another store. We were out of his product. Our employee took down his information and told him we would call when it came in. I was able to find the product he wanted and had it sent to the store.
I gave him a courtesy call to let him know his product was in and that we would put his name on it so he could come by and pick it up whenever it was convenient for him.
Well, he came in less than an hour after the phone call. And bought a second bottle as well. As he turned to leave, he thanked me for the phone call. He said he couldn't remember when a store followed through on calling him back when they were out of a product. He even said the magic words, "You've got a customer for life."
We may not think this is anything special. But to that customer it wasn't just anything. It was everything. We took away any disappointment they may have originally felt and turned it into a very positive experience exceeding their expectations.
What are you going to do today, tomorrow, this week to make your customer know just how special they are?