Customer Service at its Finest

Feeling appreciated is something most people appreciate! When was the last time you received a note of appreciation from a salesperson at a store with whom you do business? Or any positive connection from anyone at companies with whom you do business? My answer to this question is, “A few days ago!” I received two emails last week from two different people showing that they appreciate my business. This made such a positive impact on me that it motivated me to connect with my customers.

A salesperson at one of my favorite stores, Saks, sent me the following email: “Thank you for your recent visit to Saks Fifth Avenue in Raleigh. It was my pleasure to assist you. Please don’t hesitate to contact me if you need anything. I look forward to seeing you again.” My purchase that generated that email was a pair of tights. I do not know the salesperson, she was just one who I saw and asked to help me checkout. While I do love Saks, I probably average going to the store in Raleigh no more than once a quarter. But most times that I do, shopping at Saks is a positive experience. My favorite Saks store is in NYC on Fifth Avenue, which I am usually able to visit once a year. I love Saks because of the quality of the merchandise, the customer service in general,  and the “extra’s” provided, such as how the purchases are wrapped in tissue paper and placed in quality Saks bags.

The other email that I received was from someone identified in the Customer Experience Team at Magic Spoon, a healthy cereal company that I discovered through a podcast by Seth Godin. Magic Spoon is the only cereal that I eat, and before becoming a customer, I did not eat cereal at all! But I became a convert to this healthy and delicious cereal through the influencer that I trust, Seth Godin. The cost of the cereal is approximately $2.00 a bowl. The nutritional value makes this well worth the cost.

I do need to order some Magic Spoon cereal, but I have not yet since I am traveling some, and have not wanted the cereal to arrive when I wasn’t home. The email that I received from Clara at Magic Spoon was, “It’s been a while since we’ve last seen you over at Magic Spoon, and I wanted to make sure you have everything you need to keep those bowls full! We’re grateful to have you in the Magic Spoon community, and we’re excited to see you again soon.” Now, I felt so valued when I read those words. I realize that this is a smart marketing strategy, but that is not the impression that it made on me.

Neither of these emails felt like a typical sales pitch, and they weren’t, since I am a customer of many stores and businesses, and most of the others do not reach out and touch me in this manner. The emails felt personalized and made me feel valued as a customer. I immediately thought of my customers and realized that I need to check in with them, and not wait for them to contact me. Not just for future business, but for past business, because they have been an important part of my business, and me. I have lists of customers who I can contact, and let them know that I appreciate them.

It is a new year. It is time to reconnect with those people and companies that have been a part of my success. Thank you to my Saks and Magic Spoon salesperson for connecting with me, and being a stimulus for me to do the same with my customers.

How about you? Is there anyone that you need to contact, and show your appreciation for them? Is this the week for you to do so?

About Patti Fralix

Patti Fralix inspires positive change in work, life, and family through Speaking, Consulting, and Coaching in three specialty areas: Leadership, Managing Differences, and Customer Service. Her leadership firm, The Fralix Group, Inc., has been helping clients achieve practical and tangible results for twenty-two years.
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