That’s how my friend Marjorie greeted me at breakfast yesterday.
She said…”Last week I ordered some printing from uprinting.com and I got a phone call from them!
I’ve NEVER been called before by any of the online companies I use.
The guy asked how often I needed printing and how much I usually ordered. I told him I spend a few grand once a quarter and he asked…
‘Would it be OK if I emailed you some coupons for the stuff you usually order? I’ll send it to you every three months so you don’t get overwhelmed with emails from us.’
I said SURE!”
So here’s what that company just did…
#1. They engineered a referrable experience (See Chapter 1 in my book for more on how to do this yourself.)
And for proof that it’s referrable…Marjorie told me and I’m telling you and a few thousand close friends right now!
#2. They learned some important stuff…how often she orders, how much she spends and what products she orders most.
You better believe Marjorie’s been put into a handful of “buckets” that will help this company be of greater service to her.
#3. They got her permission to send her special offers every quarter…and set the expectation that she’ll get them. Now she’s *anticipating* their next offer.
#4. They built rapport and relationship through the power of the human voice. She “knows someone” in the company.
Not a bad payoff for the cost of a phone call.
But none of that can happen in your business until YOU think through the steps…
What should happen after a new order?
What should we ask?
What should we offer?