A few weeks ago we purchased new desks for our office. We love them. After having a variety of online ordering issues pertaining to bathroom towel rods, odd fitting clothes, and furniture arriving damaged, I tend to have no idea how a product will arrive to our home.
We found Blu Dot desks on Fab.com when they were having a half price sale. We had explored many options from local modern furniture stores, others that were made out of reclaimed wood, and a variety of desks online. I had seen the Blu Dot desks online a few times but did not want to spend the money. When we found the half price sale we were ecstatic because it meant we were basically getting two desks for the price of one. The desks arrived, were easy to put together (or so Chris told me), and we love them.
Fast forward to yesterday. I received a hand written card in the mail from Fab. It says:
“Hi Tami, I saw your recent Fab order, and I just had to reach out! I absolutely fell in love with your powder-coated white desktops! The combination of warm walnut and bright white steel accents really cuts a chic silhouette. 🙂 I hope that your order is an utter delight, but if there’s anything you find yourself needing, I and my fellow crackerjacks are here to make you smile – we’ll do what it takes! Get in touch anytime at email@example.com or 877-463-4322. All the best, Tula/Fab Crackerjack”
I was shocked. It is 2013, and I just received a hand written thank you card from an online retailer. Yes, it is a sales tool, but one that takes the time of an employee and the cost of a stamp. A very nice touch.
Bravo, Fab, Bravo.
Bravo indeed! What strikes me as most appealing about this genuine outreach is just that. It is genuine and authentic. It is not filled with formal jargon and business-like speak thanking you for patronage, yada yada yada. It is one human being thanking another in as natural a medium as can be: a handwritten postcard with a friendly demeanor. Yes, it may be a sales pitch, but it’s the kind of sales pitch I would welcome every day of the year 😉
Yes, I wish more companies took care of their customers in similar ways. There would be more customer loyalty.