The past few issues I’ve been writing about some nice things that various companies or people are doing for their customers. We refer to these as “WOW!” experiences. Another one just happened worth writing about. This is about taking appreciation to a higher level.
About a month ago I switched insurance companies. Why I switched is a long story that I won’t get into other than to say my agent, who I had been with for many years, moved on, and the new person taking over my account didn’t deliver the same level of service. So, I had the opportunity to find a new insurance agent.
Bill Voss was my choice. He took the time to assess our needs, and more importantly, got to know us. Sounds like any other competent sales person. Well, he did something that really surprised me.
While he was at my office a month ago, he noticed I collected Sorcerer Mickey Mouse “stuff” from the Fantasia movie. He didn’t say anything, but I know he noticed, because today he showed up with a Sorcerer Mickey hat. He had just attended a convention in Orlando, saw the hat at one of the theme parks, thought about me and bought it! WOW!
Here is the lesson. The hat was far from an extravagant or expensive gift. However, it was an incredibly thoughtful gift. You’ve surely heard the expression, “It is the thought that counts.” Well, he couldn’t have been more thoughtful. This was a truly personalized gift. For example, it is one thing to show appreciation by sending a holiday card or generic gift. Try stepping it up a notch and personalize it. It is the difference between sending someone a thank you “card” that you just sign, versus a thank you “note” that you write. It not only shows that you remember and appreciate someone. It shows you were thinking of them – just them. And when it comes to customers and clients, it is all about them!
Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692- 2200. Email: shep@hyken.com Web: www.hyken.com