Now that's great service

by Ron Douglas 10 replies
Last week I bought a new dress shirt and tie from Brooks Brothers because I was going to be on TV the next day (see sig if you missed the clip).

This particular store was in the Americana Mall in Manhasset, NY - a very upscale (bougie) spot on Long Island. Many celebrities shop there - J-Lo was just there this summer and shut down a few stores to shop.

I went in the store wearing shorts and a t-shirt and honestly was expecting to be ignored or even followed around the store. But to my surprise, the sales rep was very nice and helpful. Plus she really knew her stuff. The shirt and tie ran me $173 but she made me feel like it was worth every penny.

Today (a week later) I got a personalized card in the mail thanking me for my purchase. It was hand written and signed by my new favorite sales associate.

Not that's outstanding service which will lead to additional sales.

How can you incorporate this into your business?

Well, whenever someone buys from you, add them to your autoresponder. Then you can program it to send them an email a couple of days later to thank them and ask if there is anything you can help them with. You can also use it as a method of soliciting testimonials.

A small thing like this can really add to your bottom line in the long run. Think of how many additional sales you can get from existing customers by simply making sure they had a positive experience from the first sale.
#main internet marketing discussion forum #great #service
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  • Profile picture of the author Scott Ames
    You are so right. The little "thank you" note does wonders. That salesperson was brilliant to keep in touch with you in that way.

    I've often thought: I'm thinking about a new car, why hasn't my previous salesperson been in touch? or I"m about ready to sell this house, why didn't the agent bother to send me a note over the years?

    It makes sense that internet marketers, can more easily send those little thank you notes without cost and make their customers very happy. I don't see anyone doing it. I should say though, some from whom I've purchased a WSO have sent me a link to an updated version free. That was much appreciated.
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    Success consists of going from failure to failure without loss of enthusiasm. -Winston Churchill

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    • Profile picture of the author Chris Lockwood
      Scott, you must have the only real estate agent that does not stay in touch. Usually they (and mortgage people) are really good about that. I still get cards from the person who did my mortgage in 2000.

      I also get cards from many in those industries who I've never had any contact with, such as when they sell a home in my area.

      Ron, your post reminds me of a guy at the dealership where I bought my last car. The A/C had died in my previous one, and it was in Florida in August when I was driving around looking for a new car. Some sales people made the mistake of assuming from my casual dress that I couldn't afford a new car. Little did they know I had a 6-figure job. I even went to the dealership where I had bought that previous car, and they didn't seem to care too much when I told them that.

      At the last dealership the salesman seemed genuinely concerned about me driving around with no A/C in the heat and after checking my credit, gave me a new car with 3 miles on it, no obligation, to drive around to continue car shopping. Guess where I bought a car from.

      Anyway, the finance guy there told me he learned a long time ago not to judge people's ability to pay by their appearance, since he's seen so many people who looked just this side of homeless who bought expensive cars, some for cash. Like he said, rich guys usually don't dress up to go car shopping.
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      • Profile picture of the author Jose Delgado
        That's very impressive Ron! (Your video)

        You even gave Mike some publicity.

        How much has your list grown since the day that video was shown on tv?

        Just curious.
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        • Profile picture of the author Jose Delgado
          OH YEAH!...

          About the service at the store, that is a great way to keep customers happy and hopefully make them come back.

          (totally forgot about it after watching your video)
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      • Profile picture of the author Anup Mahajan
        Originally Posted by Chris Lockwood View Post

        Some sales people made the mistake of assuming from my casual dress that I couldn't afford a new car.
        Yep appearances are deceptive..

        Hancock looks and acts like trash but he is a superhero

        Cheers,
        Anup
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  • Profile picture of the author VegasVince
    Great OP Ron....and then you killed my buzz by using the word AUTORESPONDER!

    UGGGGGGG!

    If it was up to me...I'd take a flame thrower to autoresponders and make everyone hand write their customers for a week. You'd thank me in the end...cuz you'd make more money...and create a hell of a lot more customer loyalty for whatever wiget you sold. True.

    A hand written, hand signed note.... mailed with a real stamp in a real envelope...delivered by a real post man....kicks autoreponders in the ass!

    And there's no excuse not to utilize it.....in some capacity.

    I have been preaching old school marketing for years now to clients brave enough to even work with a guy like me...... because in this day and age...old school marketing works BETTER NOW THEN IT DID BACK IN THE OLD DAYS.

    That's the only reason a guy like me can still make money....with limited knowledge of bells and whistles. Cuz I remember what it's really all about...and what's it's NOT about.

    And I don't care if you'se people have a list of 50,000 names....and no time... blah blah!

    Take 20 minutes and day and write your customers a letter of thanks...even a few a day....and it will mean more to them... and more business to you-- then all those phony ass firesales you'se people run in the guise of some phoney Merry Christmas card/autoreponder--- filled with enough affilliate links to choke a horse!

    Write the notes....lick the stamps..and mail them off....because it works.

    And because your competition is too busy watching Judge Judy or American Idol...to be bothered. And because I promise you...your customers will appreciate it...and that's called loyalty. A lost concept in these modern days of clicky clacky emails and autoresponder marketing...on auto pilot.

    How ironic that the very same modern IM tools so many IM'ers use to build lists...and communicate with their customers....are actually costing you money!

    I don't care how high your conversion rate is.....it gets higher with a personal touch.

    And if that means you pick up a phone and sing happy birthday to the dude who just shelled out 2K for your "big launch" or the little old lady who just bought your boring ebook on Mating the Ardvark....I'd start singin'.


    xxx Vegas Vince
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    • Profile picture of the author Adeel_Chowdhry
      Amazing stuff Ron (great video)!!

      I didn't know you were the guy behind that Recipies products.

      I'm going to post a thread on a related issue now...about follow ups.

      -Adeel
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      • Profile picture of the author Ricky Parker
        Sounds like a good salesman.

        I still get hand written birthday cards and cards on holidays from some dude I bought a car from 6 years ago.

        I guarantee this dude sells a ton of cars. Plus he was the only one at that dealership that I saw that had his office plastered in Polaroids of all of his happy customers.
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    • Profile picture of the author Michael Dominic
      Excellent post! Whenever I get correspondence like that it makes me feel warm and fuzzy inside. It makes me feel like they truly care.

      I would also like to know, how much has your list grown since your television appearance?
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    • Profile picture of the author Greg Cooksley
      Originally Posted by VegasVince View Post

      Great OP Ron....and then you killed my buzz by using the word AUTORESPONDER!

      UGGGGGGG!

      If it was up to me...I'd take a flame thrower to autoresponders and make everyone hand write their customers for a week. You'd thank me in the end...cuz you'd make more money...and create a hell of a lot more customer loyalty for whatever wiget you sold. True.

      A hand written, hand signed note.... mailed with a real stamp in a real envelope...delivered by a real post man....kicks autoreponders in the ass!

      And there's no excuse not to utilize it.....in some capacity.

      I have been preaching old school marketing for years now to clients brave enough to even work with a guy like me...... because in this day and age...old school marketing works BETTER NOW THEN IT DID BACK IN THE OLD DAYS.

      That's the only reason a guy like me can still make money....with limited knowledge of bells and whistles. Cuz I remember what it's really all about...and what's it's NOT about.

      And I don't care if you'se people have a list of 50,000 names....and no time... blah blah!

      Take 20 minutes and day and write your customers a letter of thanks...even a few a day....and it will mean more to them... and more business to you-- then all those phony ass firesales you'se people run in the guise of some phoney Merry Christmas card/autoreponder--- filled with enough affilliate links to choke a horse!

      Write the notes....lick the stamps..and mail them off....because it works.

      And because your competition is too busy watching Judge Judy or American Idol...to be bothered. And because I promise you...your customers will appreciate it...and that's called loyalty. A lost concept in these modern days of clicky clacky emails and autoresponder marketing...on auto pilot.

      How ironic that the very same modern IM tools so many IM'ers use to build lists...and communicate with their customers....are actually costing you money!

      I don't care how high your conversion rate is.....it gets higher with a personal touch.

      And if that means you pick up a phone and sing happy birthday to the dude who just shelled out 2K for your "big launch" or the little old lady who just bought your boring ebook on Mating the Ardvark....I'd start singin'.


      xxx Vegas Vince
      Hey Vince,

      Spoken like a man that really understands personal service.......

      Those "old" techniques will always work and no amount of automation will ever replace the human touch.

      Someone was telling me about the guy that heads up Starbucks (I think it was). This dude gets something like 300 emails a day and answers 75% of them personally. He handwrites letters, birthday cards and thank you cards every day. He visits several stores and offices a week.

      Someone once asked - is that the kind of stuff that you have to do when you end up being the CEO? The answer was - No, that's the kind of stuff that you do already to get to be CEO.

      Take heed all you guys that want to blindly treat everyone like a number and not like a human being...

      Good on you Vince....

      Regards

      Greg
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