I just got a German Shepherd puppy. The experience I had with the breeder from the first contact has been one excellent example after another of how to handle a customer. My initial phone message was answered within ten minutes by a text that included a picture of each of the two puppies that were available. In the text, Jamie, the breeder, offered to answer any questions. After a phone conversation, I set an appointment to see the puppies the next day.
As I held the puppies, I asked many questions and saw the mother. I chose one and paid half the fee. Jamie had originally said the puppies would be ready at eight weeks, but she changed to an earlier option. “You can take him at seven weeks, if you like,” she suggested.
“Okay,” I agreed. “I’ll be back either next Friday or Saturday.”
The next week I texted her as to which day worked better, and, true to form, she immediately replied. “Saturday works better for me” was her text.
I set a time of noon Saturday morning she texted me to confirm that I was planning to come as discussed. I said that I did and, since I had had to deal with something unexpected, moved my time to a half hour later. When I arrived, she was waiting with the puppy in her arms. He was clean and fresh from a morning bath. I had written out several questions about his shots, worming, and his parents.
Before I could ask them, she handed me a new red folder that matched the red collar on the puppy. She flipped it open and pointed out the worming information. She had copied the package of Liquid Wormer she had used and taped it on the inside pocket. Alongside the package copy, she had listed when the puppy had been wormed and when the next doses were due. She had also noted when the first shot had been given. The actual package from the shot was tucked into the left pocket.
In the right pocket was the registration application for the American Kennel Club. She had completed the breeder’s section and had it prepared for me to finish and send to the AKC.
“I’d like to get pictures of his sire and dam,” I requested.
“I’ve got them,” she replied. “Send me your e-mail, and I’ll send them to you.”
When I got home, I did that, and she promptly sent me the pictures.
About then, I realized how impressive her extra touches were. In addition to always replying very quickly to my texts, calls, and questions, she provided thorough information about the puppy. This is precisely what customers want. They want information, answers to questions, and fast response.
A few days after I brought the puppy home, she did the ultimate extra touch. I received a text from her. “How is the puppy adjusting?” she asked.
I was shocked. That simple statement demonstrated concern for the puppy and for me. This was an extra touch of follow up that most people don’t perform. Since it was unexpected, I was very impressed.
I sent a lengthy reply, telling her how well he was doing, especially in bonding with my six-year-old German Shepherd. She echoed my relief about the dogs getting along well and asked the puppy’s name. Beyond just asking one question, she engaged in a conversation that showed genuine concern.
“There is no traffic jam on the extra mile” is an expression that defines excellence in handling customers. Jamie is definitely there.
This week's marketing trivia challenge is What extra touches have you experienced? E-mail me your answer.
As I held the puppies, I asked many questions and saw the mother. I chose one and paid half the fee. Jamie had originally said the puppies would be ready at eight weeks, but she changed to an earlier option. “You can take him at seven weeks, if you like,” she suggested.
“Okay,” I agreed. “I’ll be back either next Friday or Saturday.”
The next week I texted her as to which day worked better, and, true to form, she immediately replied. “Saturday works better for me” was her text.
I set a time of noon Saturday morning she texted me to confirm that I was planning to come as discussed. I said that I did and, since I had had to deal with something unexpected, moved my time to a half hour later. When I arrived, she was waiting with the puppy in her arms. He was clean and fresh from a morning bath. I had written out several questions about his shots, worming, and his parents.
Before I could ask them, she handed me a new red folder that matched the red collar on the puppy. She flipped it open and pointed out the worming information. She had copied the package of Liquid Wormer she had used and taped it on the inside pocket. Alongside the package copy, she had listed when the puppy had been wormed and when the next doses were due. She had also noted when the first shot had been given. The actual package from the shot was tucked into the left pocket.
In the right pocket was the registration application for the American Kennel Club. She had completed the breeder’s section and had it prepared for me to finish and send to the AKC.
“I’d like to get pictures of his sire and dam,” I requested.
“I’ve got them,” she replied. “Send me your e-mail, and I’ll send them to you.”
When I got home, I did that, and she promptly sent me the pictures.
About then, I realized how impressive her extra touches were. In addition to always replying very quickly to my texts, calls, and questions, she provided thorough information about the puppy. This is precisely what customers want. They want information, answers to questions, and fast response.
A few days after I brought the puppy home, she did the ultimate extra touch. I received a text from her. “How is the puppy adjusting?” she asked.
I was shocked. That simple statement demonstrated concern for the puppy and for me. This was an extra touch of follow up that most people don’t perform. Since it was unexpected, I was very impressed.
I sent a lengthy reply, telling her how well he was doing, especially in bonding with my six-year-old German Shepherd. She echoed my relief about the dogs getting along well and asked the puppy’s name. Beyond just asking one question, she engaged in a conversation that showed genuine concern.
“There is no traffic jam on the extra mile” is an expression that defines excellence in handling customers. Jamie is definitely there.
This week's marketing trivia challenge is What extra touches have you experienced? E-mail me your answer.
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