Here's a post I wrote about using Zappos' "thank you card" technique to build mega fans out of your customers. It's a good, helpful read.





Comments


Written by HeatherStone
3859 days ago

Great customer service story, Justin. Doing this type of thing really isn't that difficult, but employees need to be encouraged to do so, rewarded for doing so, and definitely compensated for going over and above. I hate to take the employee side of things, but it's from personal experience. I once worked at a hotel (long ago) that encouraged its employees to add personal touches like this to the guest experience, however management often failed to back up employees decisions to reward or acknowledge customers, even though this acknowledgment was supposed to be at the employees discretion. The employees were hamstrung. I think Zappos is a great example, but small businesses should make sure it's within their budgets to provide this type of customer service and that employees are supported in doing so. Great post!



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Share your small business tips with the community!
Share your small business tips with the community!
Share your small business tips with the community!
Share your small business tips with the community!