I placed an order with a printer on the west coast on Friday and was completely blown away by an email I received from them on Monday.
They told me they valued my business (a really cool way to get someone’s attention by the way) and went on to say that because they valued my business I was receiving a free turnaround time upgrade and that my order would ship on Monday evening.
Note: I kind of felt like the Dad in A Christmas Story after he won that “major award” but I’m digressing because . . .
The way coolness of this incident didn’t stop there . . .
Minutes ago, as I sat here writing about them for this blog post, the doorbell rings (actually that’s not true, my dog started going all kinds of ape sh*t which usually means someones at the door or the kids aren’t letting her watch Animal Planet on the TV) I answer the door and it’s the UPS Dude delivering my printing order!
I hugged him, told him it was cool because I dig women and quickly ran back inside before he could realize that the hug was the only tip he was getting from Eboneezer Castain!
But seriously . . .
So not only did they upgrade my turnaround time, they upgraded the delivery I had selected for this order.
They get an all caps, bold underscored BRAVO for that!
There are several points of brilliance in this simple act that need to go into all of our sales playbooks!
1) They surprised me! Everybody loves a surprise and they did so by exceeding expectations not once . . . but twice!
2) They didn’t just give me something and expect me to connect the dots, they PACKAGED the value by telling me what they did and giving it a way cool name like “Turnaround Upgrade”. A putz like me probably would have just said “Surprise I have your order early” which doesn’t exactly roll off the tongue.
3) They not only told me that my business was important, they took it to the next level . . . they expressed it through their actions. I do believe you need both by the way!
4) None of this broke the bank! For all I know their presses were dead and they were all sitting around playing with the dinger on the cash register. Doesn’t matter it was still a move well played!
The fifth thing they did is so freakin valuable, that it needs to be separated from the other things . . . they didn’t do this for me because I’m some big client. Quite the contrary!
This is only my second order with them and I can assure you that no one is going to build an additional wing on their estate from the commissions on the Castain Training Systems account but . . .
They’ve created a winning relationship
They’ve competitor proofed their business with me
They’ve created a relationship where I am happy to recommend their services.
You know what folks, sometimes we get so used to what we do because we do it so often, for so many and have done so for a long time.
Those are dangerous moments because we have this crazy tendency to forget the importance of cementing our relationships . . .
One WOW at a time!
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