Today I'm bringing you this brilliant piece of customer service which fits nicely into my analogy of the journey of customer service being like a story. This part is the epilogue.
You may have seen this circling the internet.
 |
| "I think renaming tiger bread giraffe bread is a brilliant idea.." Left - Lily's letter, Right - Chris King, Customer Manager at Sainsburys' reply |
With the help of her parents she sent a letter to the branch of Sainsbury's in Holborn, London to register her thoughts. I'm sure the reply she got shocked her parents and maybe even her!
Through the post came a reply from Chris King (aged 27 and three quarters), Customer Manager at the store with a clearly well thought out and engaging reply with a sly £3 gift card attached to it.
Mr King needs a promotion, or a pay raise! He has done so many things right here:
- Fully engaged with the customer by
- using language they used
- referring specifically to the original letter
- empathised with the customer
- stating his age, with the fraction, in his sign off - just like Lily did
- Replied in good time to the original letter
- Sought to bring back the customer with a small gift
Attaching the £3 gift card is a great way to encourage the family back and, aside from the brilliant and engaging letter, is a great way to keep the families business and all of the people they tells business for a very long time. All of this under the clear banner of Sainsbury's. "What brilliant, thoughtful staff they employ - I can trust them."
The internet businesses have bitten a massive chunk out of shops on the highstreet, but with engagement like this, shops can really turn their fortunes around. This is personal. It's private. It's a human being interacting with another human being. It's not a customer enquiry form with a reply 2 days later from a generic "serviceteam@bigfacelesscompany.org".
I've taken a lot from Mr King's example here. Good job, mate!
No comments:
Post a Comment