Create raving fans by surprising, over-the-top service

Creating Raving Fans

One of the members on our Multiply Team mentioned that he had been enjoying using the SELF Journal, created by Best Self. It's a daily planner that "empowers you to plan your goals, take imperfect action to reach them, and be intentional in your every day."

I'm always looking for new ways to improve when it comes to time management and productivity. I like to experiment with different daily planners. So, I took the plunge and ordered the SELF Journal. I've had it for less than a week.

So far, I am very much enjoying the tool. It's motivational, inspirational, well organized, simple, and minimalistic. It's a quality product. It has three ribbons. The pages are stitched together, not glued. It's clothbound. It lays flat. The paper is thick and fountain pen friendly. People who bring this journal to a meeting will be proud to be using it.

An adhesive pen holder comes In the box with the journal. Since I greatly enjoy using fountain pens, I attached it and began enjoying the use of it. However, the elastic began to unravel, holding the pen at a weird angle. To make matters worse, it appeared as though the elastic would continue to unravel and I might perhaps even lose a pen. Perish the thought!

So, I emailed the company on a Sunday. I wrote, "I am enjoying my new journal. But one slight problem. The penholder is defective. See attached picture. Any advice?"

I almost immediately received an automated reply telling me to expect a response. Surprisingly, the very next day I received a personal response. Why was I surprised? It was a holiday for most Americans, Labor Day.

Here's what I read, wide-eyed, "Rick, that should not be happening! So sorry about that! I am reshipping you another journal because we don't have pen holders separately (its in the works!). Please let me know if you need anything else."

I just had to write back, "Wow. What a quick reply! And what an unexpected reply. I thought you might replace the little pen holder. But to find out that you are shipping a new journal? You are exceeding expectations! I was already a fan. You just made me an even more grateful, raving fan! Wow. Thanks... Happy Labor Day!"

The customer service at Best Self makes me want to want to go and do likewise. I want to serve others in a way that exceeds their expectations. When it's time to buy a new journal, I've already decided that I'm not going to be experimenting with another company. You can bet on the fact that I'm getting another one from Best Self.

I'm more than a satisfied customer because Best Self's customer service exceeded my expectations.

Who will you serve today in a way that exceeds their expectations?