I recently had the best customer service experience of my life. As in, ever. So much so that I planned this blog around it and am going to write this particular company to tell their service reps—something I’ve never done before.
Let me back up a bit. I’m getting married in four months. And anyone who has planned his or her wedding knows it is a time when you comb over every detail, every minute of the big day. Therefore, you expect the same care and meticulousness out of each one of your chosen vendors.
My save the dates and invites were pieces I of course cared about, but didn’t want to spend a lot on—I (personally) care more about the experience on the big day more than the paper products. So I decided to take a chance and go through the online printer Wedding Paper Divas®. With hundreds of templates and customization options, its paper designs range from inexpensive to elaborate for virtually every printed piece a bride could need—name cards, programs, invitations, thank you notes, etc.
The result? Not only did both pieces turn out fabulously, but I enjoyed every second of my experience. Here are a few reasons why:
- Shortly after placing my order, I was contacted by a designer—not an automated response—who sent an electronic proof of the design and made a few suggestions to improve the look and quality of my invites. I took her up on all of her suggestions.
- My invites were at my mom’s door not even 10 days later. And they were even more beautiful than I had imagined, especially from an online portal that completes hundreds of orders every week. Fast service and a quality product—could it get any better?
- Yes, it can. A couple weeks later, I received a hand-written letterfrom my same designer thanking me for going through Wedding Paper Divas.
I will never need to use this company again, but you better believe I’m telling every soon-to-be bride about it. Why? Because I trusted the people there with a very important element of my wedding, and they more than delivered.
No matter what products or services your company creates, your customers—and your customers’ customers—are putting trust in you every time they place an order. Whether it’s something as frivolous as a wedding invite or as life-altering as a medical device, you have the power to make a positive connection with the people who interact with your products every day. How are you going to make it a unique experience that keeps them coming back.
Your value-adds don’t have to be expensive or even that time-consuming. They just have to make an impact. What does your business do on a daily/weekly/monthly basis to retain your customers?
Olivia Mihalic is Senior Account Executive at AKHIA.