29Nov ‘Customer Delight’ Made In Heaven By The Royal Mail
When 7 year old Jase Hyndman sent a birthday card to his daddy in heaven via the Post Office he was worried whether it would reach him. However, he didn’t have to worry as he received a lovely personalised letter from Sean Milligan at the Royal Mail explaining that ‘it was a difficult challenge avoiding stars and other galactic objects’, but his letter had indeed been delivered to his daddy for his birthday.
What a lovely example of Customer Delight – that’s surprising customers with the level of service you provide and it clearly demonstrates all 6 of the ingredients I talk about at conferences and seminars when it comes to creating remarkable customer service experiences:
- It produces a wow reaction!
- It appears spontaneous or unexpected!
- It’s the personal touch!
- It makes the customer feel valued!
- It’s genuine… and…
- It creates a ‘talking point’!
The ‘key’ to this example is the ‘personalisation’ and the effort that Sean put in to make it happen which clearly made Jase feel valued and ‘special’. He didn’t have to do it, but he did and that made a ‘Dramatic Difference’ – it gets people feeling good and telling others – the news has already been all over the media.
His mum Teri told the Royal Mail “I actually cannot state how emotional he is knowing his dad got his card… you didn’t have to make the effort to do this you could have just ignored it but the fact that yous have made the effort for a little boy you’ve never met is such a lovely thing to do Royal Mail you’ve just restored my faith in humanity and thank you it honestly means the world to him please share this so all the staff at Royal Mail know just how grateful we are ???? Thanks and merry Christmas x”
Here’s the letter that Sean sent….
So, how can you ‘delight’ your customers? Well, here’s a FREE 45 page ebook called Customer Delight As Competitive Advantage and it gives you ideas, tips and tools to help you make this stuff work in your business – Click on the image to download it straight to your Kindle or iPad!