What Everyone Wants

My girlfriend just got off the phone with an online company she purchased clothes at. As I was barely coming to (from an afternoon nap – sorry I had a long week), what I couldn’t help but notice was how excited she was about her particular experience in dealing with this company.

Now, from a business perspective, this was one of the most beautiful things I’ve ever heard in my life (what she proceeded to tell me within seconds of just getting off the phone with this company she just dealt with).

Why do I say that (now listen VERY closely to her reaction and compare it to the reaction YOU get from your customers)? Ready?

She said (as she was barely catching her breathe in excitement):

“Oh my gosh babe… I just got off the phone and couldn’t believe this… I just talked with this guy at customer service and I explained to him this size was too big in the pair of pants I just bought. He said that he was sorry to hear that and can ship the new pair out tomorrow and since I was a VIP customer…”

I know it may not seem that big of a deal, but this is where the REAL magic happened. Why do I say that? Because:

1. Her credit card wouldn’t be charged extra to have the new pair shipped THE NEXT DAY.
2. She didn’t know how she became a “VIP MEMBER.”
3. All they said for her to do was to make sure she returned them within 14 days of receiving the new pair!
4. She got the tracking number of her new package emailed to her within minutes of hanging up the phone with the customer service representative. Not only that, would you believe that when she checked her shipment LITERALLY THE NEXT DAY it was already on the truck to be delivered?!?!?!

Cool huh? But wait… that isn’t it. Do you know what else she proceeded to tell me?

“If there is anything else I want to get, why would I shop anywhere else? Its free returns, free exchanges…”

Ahhhhhhhh…. Is that not what EVERY SINGLE PERSON WANTS SOMEONE TO SAY after they partake in any kind of business transaction? Now do you get it?

Companies waste MILLIONS of dollars in advertising per year TRYING to persuade people into buying their product, but you know what they are not doing? Providing customers with such an INCREDIBLE experience that gets people to say what I just shared above WITHIN SECONDS of doing business with them.

Do you now know why your business grows or fails to grow?

“So what’s the name of this company,” you might be asking yourself. Right? For the purpose of this illustration, that is not important. What is? Whether or not people experience this same sort of thing in doing business with YOU (I know… I’m working on it as well).