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Don’t be afraid to get personal with customers. When 9/11 happened, TheSpaceStore.com immediately contacted all customers in a 50-mile radius of New York City to see if there was anything we could do to help. Turns out we had several packages in route to the World Trade Center post office. We diverted what we could and re-sent elsewhere everything else. Chewy.com did something similar recently for a customer. This online pet store stopped a delivery to an elderly woman when her daughter informed them the dog had died just after her mom placed the order. But wait – they not only stopped the order but they also sent a handwritten note of condolence with a name and phone number if her mom ever needed to talk to anyone about losing her beloved dog. Now, that is customer service. Wow the customer. Just wow the customer. Every chance you get.
Also read: Don’t surprise your customers this way
Well done Chewy.com. Well done.
Dayna Steele is the host of The Rock Business video series and is The Rock Talk featured keynote business speaker. Success takes more than talent. Dayna delivers the principles and introduces the rock stars who prove that theory every day. This rock radio Hall of Famer is also the creator of 101 Ways to Rock Your World book series. Dayna is a professional on LinkedIn, occasionally snarky on Twitter, and has absolutely no filter on Facebook.
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