This morning I was reading an article from wedding marketing guru, Alan Berg, about the importance of properly thanking your customers, saying thank you in person, and finding other ways of doing it when you can't do it in person. Alan mentioned saying something in writing, and smiling when you're talking to your clients and customers on the phone. I had no sooner finished reading this article when a courier delivered today's order of invitations for one of my wonderful clients. When I looked on the return address label I immediately smiled. It was from Designers Fine Press, a Paper Passionista partner who goes above and beyond the call in providing a great customer service experience, always putting a smile on my face. I opened the box, and, as always, what I found did not disappoint.
The contents of the box are always very carefully packed, each component of the invitation suite hand wrapped in tissue paper, placed in the box with eco-friendly Kraft sizzle packing material all around it so the contents have no chance to move and become damaged during shipping. Then there are two very nice little letter pressed thank you cards inside (pictured above) - one for my client and one for me - expressing gratitude for the business. Such a small thing, really, but the power behind the gesture is huge - and my customer gets to hear it from not only me, but my business partner who helped make their wedding stationery dreams a reality - that they matter.
Whether you own a business of your own, or if you work for one that relies on you to make sure the customer has an excellent experience, don't forget - it's the little things that count. Thank you, Designers Fine Press, for doing such a fine job, day in and day out, of letting the customer(s) know they matter.