Imaginative Service: Simply the best“Good morning! Welcome to our USA Today route. Now, if I should go completely brain dead and miss you, please don’t hesitate to call me at the number below. I will personally re-deliver your paper as soon as possible. If you have a complaint that you and I can’t solve, you may call my district manager directly. His name and number are also below. Thanks a lot. We really appreciate your business.”
This is the introductory letter to my USA Today home delivery I received with my first paper. It was crafted, copied and conveyed by Hazel, my local newspaper carrier. Take a look at its tone and information!
Research shows the number one concern of customers of home delivery newspapers is: “not getting a paper.” Hazel’s letter deals with that loyalty driver right up front. And, it clearly leaves you with the distinct impression you and your business are truly valued.
What are ways you can make your new customers feel important? Are you addressing their concerns early and in a fashion that reflects authenticity and confidence? Are you providing easy ways for them to communicate with you? Are you offering a back-up plan in case they cannot reach you?
Imaginative service is not “rocket surgery!” It’s simply making customers matter and carefully managing the details important to them. Thank you, Hazel, for being a great example of service that is simply the best!
Other articles you might like:
- Don’t always tell your customers the truth
- Little Things Make the Difference
- The power of a handwritten note
- The top five customer service mistakes companies make and how you can avoid them
- Imaginative Service: Honesty is not a policy
