In case you missed “Part 1” of this blog, follow the link to take a quick look see: “Make Sure You Respond to Your Customers and Fans – It’s Personal!”
Honestly, I think it can be pretty well summed up with the paragraph that states:
Now, I tell you ALL of the above to let you know just how vitally important it is to communicate with your customers and fans. IGNORING THEM IS NOT THE ANSWER! You may think their question or issue is silly or frivolous or trivial and, while it may be to you, obviously it’s not to them. Your customers, clients, and fans WANT to know that they’ve been heard. And, believe it or not, responding to them – acknowledging their issue and working towards an amiable resolution – IS ONE OF THE BEST WAYS TO STAY IN GOOD STANDING WITH THAT INDIVIDUAL.
Clearly, if you read the entire blog, you know how miffed I was – and, by looking at the statistics, how upset others get, too – at not being responded to.
However, it’s EXTREMELY important to note that some companies and organizations really do “get” this concept and, as such, rank VERY highly on my list of “people I must do business with again”.
My latest and greatest example stems from a recent email correspondence from a girls sportswear (unmentionables and such) company that I’ve ordered from in the past. The weekend prior to the State Games of America, I ordered a few undergarments for my daughter – she had just gotten her new soccer uniform and, with the jersey being white, needed something equally as “white” to go underneath. And, yes, I could have gone to Target or Wal-Mart, but I didn’t want to.
Why?
Because this particular company – Dragonwing Girl Gear (www.dragonwinggirl.com) – is amazing. The concept was born via the frustration of a soccer mom (like me!) who was disappointed in the lack of age appropriate under-things for her daughter. So, she decided to do something about it – she created her own company and her own product…both of which are outstanding.
The day after I placed the order, I freaked out just a little bit. After consulting with my calendar for the umpteenth time, it occurred to me that the State Games were the following weekend and NOT two weeks away which, for whatever reason, is what I had in my head. Normally it wouldn’t have been a big deal, but I had opted for regular shipping (totally my own fault), which left me with no guarantees that my product would arrive on time. So, on Sunday morning, I emailed the company in a panic.
TWO HOURS LATER I received a reply…and it WASN’T an automated response. It was from an actual person. Named Mary Ann.
Mary Ann informed me that my order would ship first thing Monday morning, and her message ended with this:
We’re grateful to have you as part of the Dragonwing girlgear family. Best of luck to your daughter’s team in next weekend’s tournament!
Clearly she had read my entire {probably rambling} email – that’s the only way she would have known about the tournament.
A few days later (on Thursday, to be precise), I received this update:
Good morning, April!
A quick update to let you know that USPS tracking shows your order out for delivery today.
I hope your daughter has fun at her tournament this weekend and that she’s comfortable and confident in her Dragonwing!
Mary Ann
Not only did she keep track of my email and order, but she also kept track of my actual, physical package!
Clearly, all of the above is a far, FAR cry from my experience with the baseball debacle from a few weeks prior.
In fact, it’s the polar opposite, hence the “Impromptu Part 2” blog.
And, let’s face it – it’s a hugely refreshing reminder that customer service…especially OUTSTANDING customer service…really does pay off in the end. When customers are acknowledged and feel as though they’ve been heard, it can make all the difference.
Attention to detail and prompt, personalized responses are something that those of us here at Transformation Marketing hold in VERY high regard. Our customers and clients are our lifeblood, and we do everything in our power to ensure that they’re not being “left out in the cold”. Which means that, if you’re looking for a marketing company that still puts the customer – YOU – first, then look no further…Transformation Marketing in Panama, Nebraska is at your service!