Have Great Customer Service. Period.
A few months back, I received a flyer and sample in the mail offering an amazing deal to first-time customers for high-quality promotional pens.
At first, I couldn’t believe that this was a legitimate offer. I went to the company’s website and looked at the products and their ordering system to make sure I felt comfortable proceeding.
From the get go, what grabbed me about the sample pen was its colour. Remember, we do buy primarily based on emotions. The colour of the pen was a perfect fit with Lift Strategies’ corporate colours.
I placed my order, and received a proof and an email stating the pens would ship in a few days. Impressive.
When all 1,000 of the pens arrived, I was very excited. This was the first time I had invested in a promotional product for Lift Strategies. I opened the box, confirmed the website address was correct. Later, I discovered the phone number was not. Imagine me doing a speech about the importance of branding and then handing everyone a pen and telling them to scratch off the incorrect phone number? Not good.
At first, I was worried that it was my error because of my dyslexia. I was preparing to suck it up. Fortunately, when I doubled-checked the emails and my proof, I learned the error was not mine. The company was incredibly responsive to the situation and turned around a new set of pens within 48 hours. Now that’s great customer service.
So now the question is: When your business makes an error, how quickly does it get corrected?
To learn more about how LeapZone Strategies and sidekick Lift Strategies can help you increase brand equity, awareness and profitability through business, branding and marketing strategies, fill out our free Needs Assessment Questionnaire today.
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This article reads like a suspense novel. Therefore I figured, because the pens were very affordable (not to use the term dirt cheap) I expected the phone number of the pen company to be printed on the pen “by mistake”.
We have printed a wrong phone number on 5000 letterhead. The client aproved it. But still, we re-printed it on the house ASAP.
BTW who are the pen people?
Hello Esther. Glad that you liked the article. The Pen company was http://www.amsterdamproducts.ca. It totally pays off to be great problem solver while providing a great experience. People remember the great outcome instead of the problem. There is no better PR than that. Cheers to great customer service!
Isabelle