Exceptional Customer Service Is Easy With A Personal Touch

Providing respectful, courteous, dependable customer service is the first step to retaining customers and growing a business. With fierce competition for consumer dollars, perhaps it's time to crank it up a notch or two and provide customer service that is exceptional. An extra personal touch is both easy and inexpensive.

Recently one fuel delivery service hired someone to bake and package home made cookies at home. The cookies were dropped off at the company each morning and were delivered to customers with each fuel delivery or service call. Customers and their families were delighted with this extra personal touch and began looking forward to each delivery. More importantly, they passed on their appreciation to the company by telling their friends, neighbors and families. Although the oil delivery products and services offered were identical to that of other service providers, the company's customer base grew significantly because of this thoughtful gesture. Additionally, the cost to the provider was minimal. It was a win - win situation for all involved.

Once, after a long, brutally cold winter my wife received a bill from a service company with an attachment. It was a sheet of brightly colored paper extolling me to celebrate spring and welcome the warm sun into our home by washing our windows. On the lower half of the printout was a recipe for an environmentally safe glass cleaning solution. Years later, she still uses the solution and is subtly reminded of the company each time she uses it.

A personal human touch lets customers know the company cares about them as people, not just as names in a data base. Get creative, think about what might make a difference to your customers. Consider the time of year, the local climate, and keep it simple and timely. Buy in bulk to save money and be sure to include your business name, logo and contact info. Your company info will be visible each time the item is used providing the business with subtle, yet continual advertising. The more useful the item, the more it will be used and the more often your company info will be brought to mind.

Examples of a few simple suggestions on a month-by-month basis are itemized below for the purpose of jump-starting your imagination. Some require just a small monetary investment, others just a printout containing helpful information. Stretch your imagination to think of something unique that is applicable to your business.

January: An ice scraper, a fortune cookie (good luck for the New Year), a packet of cocoa or the recipe for home made cocoa mix, a calendar for the coming year, a daily planner or notebook.
February: A deck of playing cards, several Hershey Kisses, a small glove box flashlight, Valentine Day chocolates or a hand warmer.
March: An Irish blessing printed on gold or green paper.
April: A calculator to help with taxes or a major league baseball team's schedule.
May: A packet of flower seeds.
June: A printout list of local picnic spots and parks, a calendar of summer events for your area, a Frisbee or a ball.
July: An inflatable beach ball, a sun shade, a barbeque recipe, lemonade mix or a recipe for lemonade mix, a tide chart or a small American flag.
August: A water bottle, a decorative paper fan or a visor cap.
September: An apple or an apple pie recipe, or a professional sports team schedule.
October: A spring tulip bulb for fall planting, candy corn or a pumpkin pie recipe.
November: A packet of spiced cider mix or the recipe for home made mix, a printout of home heating tips for winter or directions for making draft stoppers.
December: A recipe for a Christmas cookie, a scented votive candle, a Christmas ornament or red and white mints.

Surprise your customers with exceptional service and with an unusual gift. Enjoy greater satisfaction when dealing with customers who are happy with your services and the company's extra personal touch. Get creative, have fun and delight your customers, and watch your business grow!