I recently placed an online order from a beauty retailer and one from a fashion retailer. Both orders were delayed and the companies handled things totally differently.
One company handled it by providing regular email updates on the status of my order, to apologise for their delay and assure me that I’d receive my parcel as soon as possible.
The other company did nothing, in fact I had to contact them to try and find out what the issue was.
Something as simple as an email was enough for me to feel like a company cared. It wasn’t personal but the choice to send an update gave the message that they value their customers enough to let them know what is going on.
I think sometimes we underestimate the impact that something simple can have. But you don’t always have to solve the problem, sometimes just acknowledging that there is one is more than enough.
There’s a cocktail bar that offers you a free cocktail in exchange for a few personal details when you sign up to the mailing list.
Your name, email and date of birth.
I think it’s interesting that we’re willing to trade this information for a drink.
That drink might cost around $13 which is of course much more than it’s actually worth and if the glass is full of ice, it’s worth even less.
But for the bar it’s clear that giving out a free drink is worth it in exchange for your name, email and date of birth. Once you give them your information, whilst you get a free drink in return they now have permission to send you stuff and it might be stuff you don’t actually want.
More importantly, the free drink can only be redeemed by visiting the bar. So now you have to visit and when you do it’s more likely than not that you’ll also end up paying for drinks once you get you’re free one.