One part of good customer service, as I see it, is making the consumer feel valued. Being helpful at the point of sale is always a plus, but what you do after the transaction can go a long way.
Earlier this week I stopped by Complete Nutrition in Greensboro, NC, to pick up some new pills that will help me look like Superman. Ok, not really, but I did make a purchase.
While I was there the staff talked to me in a very down-to-earth kind of way and provided lots of education about the product I was buying. I eventually made a purchase and was on my way.
Then, yesterday as I was going through my mail I saw a little postcard type mailer from Complete Nutrition that had a hand written note from the guy that helped me. It was short and to the point, but he simply thanked me for stopping in. It’s also worth mentioning that he back of the card had a $20 off message… but that had no impact on me whatsoever.
Personally, I thought this was a fantastic follow-up and appreciated the card. It made me feel valued after the sale and as if they actually appreciated my business.
Provide value in a way the competition doesn’t and it might just give you a competitive edge.
