What are you doing to WOW customers and contacts into raving fans?

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.

The other morning I got to the office to find a package on my desk. In it was a handwritten note from Allison at Grasshopper with a brand new copy of To Sell is Human. It made my day!

grasshopper gift

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:


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?”

sales and marketing ebook

Devan Perine

Devan Perine works with small business owners on their marketing and multimedia efforts. She's passionate about helping businesses build their presence online, and giving Gen Y a voice in the workplace. When she's not working, she loves to make a mess in the kitchen, and play with her band around Chicago. She loves to chat! Give her a shout on Google+, Twitter or LinkedIn.


  1. Thanks so much for the kind words Devan! We’re big fans of MailChimp at Grasshopper too. They’re so darn good at what they do! Enjoy the book 🙂

  2. Hello Devan,

    What a great post, thank you!

    I agree completely. It’s always about “wowing” the customer. Maybe not always with free gifts, but with respect, courtesy, and most importantly the willingness to make them feel special.

    • Totally agreed, Cendrine! Hopefully it helps poke some people’s brains to see different/creative ways they can “wow” or connect with their customers and contacts.

  3. Creating a WOW doesn’t always have to be difficult. That simple thank you note can take ordinary and turn it into extraordinary. And, thank you for including one of my quotes. It ties in perfectly to the message you are writing about.

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