Recently I was in DC attending a great show, the Word of Mouth Marketing Show (which I will be blogging about soon). I found myself with a free moment and saw an ad for a very cool jewelry store in the Hotel Rouge city guide.
Nice! I had to buy a holiday gift for my husband John and quite frankly I haven't been able to break away from VR. Not to mention downtown crowds scare me on the holiday weekends.
So after being interviewed by CRN Magazine for a new salesforce.com partner program right outside the store (sorry about the loud buses CRN), I went in.
TALK ABOUT CUSTOMER SERVICE!
1. I was greeted by the daughter of the store owner, Nicole. I was interested in a specific collection, and not the most expensive one I might add. She immediately introduced herself and helped me through my decision quite nicely. I picked out the piece and said wrap it up, I've got to get back. She asked me to fill out a customer card WITH email address so she "had it on file." Nice.
2. While I waited, her father, Ivan Gorman (who I'm pretty sure the store was named after) came out and introduced himself. He shook my hand and thanked me immensely for my business. A very warm man.
3. Nicole came out and told me that I should bring John back to the store to make sure it fits, and to make sure he liked it the best. She also put in it amazing packaging and included a split of champagne for us to celebrate the nice gift. (It is a pretty sweet ring.) I told John about my experience after he opened his gift (which he loves) and he couldn't believe it.
4. Next day - John and I went back, Nicole greeted both John and I by name, and showed him the other pieces. He ended up liking the one I got him but she told us that if the sizing wasn't right to make sure to send it back, she'd order another size.
She then told us to take our rings off, she would clean them and be right back. While we waited she offered us beer, wine or soda. Then her brother Adam came out and introduced himself to John and the two had a very nice conversation on watches. Do I HAVE to leave this place?
People ask us all of the time, how to I grow my email list? This is a GREAT example of how a store easily got my email address. And how appropriate was it that I was attending a show that was teaching in many cases word of mouth marketing comes from superb customer service and superb products, both of which this store had. I've told this story to 4 friends so far PLUS you all, and I'll most likely buy from them again.
Look out for my WOMMA Show blog I'm going to try to do this weekend!
Great story, Janine!
Two great points I got out of it are:
1. Doing the "little things" matter no matter how small. Those will stand out the most to customers.
2. Word of mouth/referrals are the some of the best ways to market your business, and it is free.
Posted by: Hunter99662 | April 25, 2007 at 12:47 PM