Turning Customers into Raving Fans

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Last week, I had to call a plumber to fix a leak in my bathroom. As anyone who has ever had to have any plumbing work done knows, this is not something you look forward to. For this particular job, I decided to call Gene Love Plumbing, because of an interesting thing I once saw them do. They used to put some of there plumbers out on a major thoroughfare and wave good morning to everyone on their way to work.

So I called them up, and they sent someone over within an hour. I have to say, that this was by far the best customer service I have ever received from any service company ever. Consider the following:

• The plumber introduced himself at the door by giving me is business card first and shaking my hand.



• While he was writing up the estimate for the work, he presented me with a preferred customer program, which would give me free inspections, priority service, and a 15% discount on all work, including the work I was getting done that day.



• A couple of hours after he left, I received a follow up call from the company, asking how the job went and making sure I was satisfied.



• In a couple of days, I received a card thanking me for my business and including a survey card to mail back in.

Gene Love Plumbing's stated goal is to turn customers into raving fans, and they've certainly succeeded in my case.

What does this have to do with eCommerce? One of the chief ways you can set yourself apart from competitors is by providing superior customer service. Certainly, it can be more difficult to provide a personal touch when you're talking about business that is done electronically, but here are some suggestions:

- Include a hand written note thanking the customer for their business with each order shipped.

- Provide a follow up call to see how the customer is enjoying their purchase.

- Send a follow up email thanking the customer for their business, and including an invitation to write a review or to take a brief survey.

If you can leave that extra impression on your customers that shows how much you value their business, then you can turn them into raving fans as well.