I don’t know about you, but when I was a kid I was always really excited to check the mail. Something about the anticipation and the thrill of getting something made checking the mail exciting. Of course, the thrill is gone now. Who wants to rush to open bills and junk mail?
Still, every once and a while I’ll get a handwritten note from a friend or family member. It’s a super nice knowing that someone was thinking about me, and cared enough to send something. And that makes me feel good — regardless of what is inside the package or the envelope.
A couple weeks ago I read Grasshopper’s 7 Unconventional Books for Entrepreneurs. In an email I sent to Grasshopper I mentioned that Daniel Pink’s newest book, To Sell is Human that was on the list in the blog post has been on my to-read list for some time, but I just hadn’t gotten to it yet. I carried on with my message and that was that.
Here’s the thing — I’ve never purchased any goods or services from Grasshopper. But if this is how cool Grasshopper was with me, I can only image what they do to please their actual customers!
But it got me thinking.
What can we be doing to “wow” our clients? How can I bring that special touch to all of my business relationships?
I stumbled across this tweet yesterday from Shep Hyken that I really liked:
It’s not possible to wow every customer, every time. But, it is possible to be better than average—all of the time.
— Shep Hyken (@Hyken) August 6, 2013
The tweet reminded me of another “wow” customer service story I had like this. If any of you follow me on social media, you know I’m a big fan of MailChimp for email marketing. I started using a free MailChimp account with a company several years ago. On one occasion I was having trouble with updating contacts in a list, and chatted with customer service via IM to get help. They walked me through the solution and were super fun to talk to at the same time. And again keep in mind — my company wasn’t even a paid subscriber — we were still on the free account.
At the end of the conversation, they asked for my address because they wanted to send me a t-shirt. (Which I still have!)
I’ve always had rockstar-worthy customer service with MailChimp, and am a loyal fan. Anytime someone asks about an email marketing solution, MailChimp is the first one I recommend.
And the next time someone I know is looking for a business phone solution, Grasshopper will be the first name on my lips. We all talk about the power word of mouth brings to a business. For a small price and some thoughtfulness, Grasshopper and MailChimp have created a loyal fan.
Here’s the question to ask yourself: “How can I “wow” my customers — and non-customers — into raving fans?”