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Impressive Customer Service Follow Up
5 October 2007, by , in Rants and Kudos, No comments

I recently placed an online order at Jockey.com for some t-shirts. My order was delivered as promised, but what really got my attention was an email I received a few days after the order arrived. It read in part:

"I just wanted to thank you for shopping with us–and to ensure that your experience with us was a pleasant one.

If you have any unmet needs or concerns, please just click reply on this email for a real, live, human response. Ninety-three percent of our emails are answered within 24 hours."

I think this email is impressive for three reasons:

  1. It is unexpected. How often do you receive emails from someone after you've purchased something and it's been delivered?
  2. It is easy. They ask you to reply directly to the email if you have any issues, as opposed to giving some link or another email address.
  3. It is real. They tell you that the email will be answered by a human and even give you impressive statistics on how quickly they reply.

What's most interesting about this is the email itself can be automatically generated by a good ordering system to go out at some point after the item has been shipped, so no additional work is required. And the reality is, the vast majority of recipients will not respond at all. But they'll get the message: Jockey wants to be sure you got what you wanted, and if you have any questions, we're here to help. A real, live human being is here to help.

What is your organization doing to surprise and impress your members and customers?

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“Wes was able to come in and offer tangible, relevant advice that made us more productive immediately. I value his understanding of databases but more so, his understanding of how nonprofits work. There was no lost time educating him about how membership organizations are “different.” Wes recommended changes in processes as well as tips and tricks that were easy to implement made an immediate positive impact.”

Mary Pat Paris, Executive Director
International Registration Plan

“We came to Wes because we were very frustrated with our existing AMS and we wanted to improve our capabilities as soon as practicable. Wes very quickly helped us through a process of identifying our needs, identifying potential vendors, and selecting a new system that we’ll be able to move into very quickly. I especially appreciated Wes’s candor about our processes as well as the systems we were looking at. He was a great resource to have in a period of high anxiety for our organization. I would highly recommend Wes for any similar project.”

Jack Chiasson, CMP Executive Director
National Association of Life Brokerage Agencies

“Wes was able to come in and offer tangible, relevant advice that made us more productive immediately. I value his understanding of databases but more so, his understanding of how nonprofits work. There was no lost time educating him about how membership organizations are “different.” Wes recommended changes in processes as well as tips and tricks that were easy to implement made an immediate positive impact.”

Mary Pat Paris, Executive Director
International Registration Plan

Mary Pat Paris
International Registration Plan

“This is the second database implementation we’ve done since I have been at Western Arts Alliance (WAA). The first I did on my own. This time we engaged Wes Trochlil as our database planning consultant. Let me tell you, this process is a whole lot easier having Wes on your team! For a small association like WAA, it’s tempting for board and EDs to question the justification and expense of a database planning consultant. But it’s the small associations that need Effective Database Management the most. Wes strengthened our planning process, clarified our needs requirements, helped us steer around solutions that couldn’t meet our objectives, and saved us money in the long haul.”

Tim Wilson, Executive Director
Western Arts Alliance

Tim Wilson
Western Arts Alliance
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