I just bought dishes from Crate & Barrel. It’s not the first time I’ve purchased from them. It sure has heck won’t be the last.
I like the value of their products. You can buy inexpensive home products or go nuts for their higher end stuff. I love their Classic Century Dinnerware, designed by a woman in 1952 (hey, it was a great year and still looks great). I regretfully settled for a cheaper design that fit my budget and my clumsiness factor.
I like their service. In the store, they are as attentive to an $8 purchase (listening to what I needed, and offering suggestions) as they were to my online order.
But there’s nothing like a really pleasant surprise to seal the deal.
They delivered the dishes to my door. Essential when you’re handicapped and can’t lift and carry. Sure, everyone will do that, and some of them for free (this was).
It was what was inside the box that surprised me. You couldn’t miss it. Sitting right in the middle of the box, so it was the first thing you spotted: a thank you card.
A thank you card. “Big thanks” it said.
As I stared at it, I felt a big grin take over my face.
I opened the card. It included a thanks for buying and simple directions on what to do if I needed anything else. And, of course, my shipping bill.
Wow, think of that. A few quick lines. A follow-up thank you email.
A customer for life.
I thank my clients, too. Not as elegantly, I discovered. But I will.
After all, when a huge company can personalize a transaction with a mass-produced thank you card, then one person in business can do it, too. This company has it down: distinctive graphics, good products, a personal touch.
I thank people in person who come to see me and my crystal partner, Fallon. I thank everyone for everything. But this little touch reminded me that we happily do business with people who pay attention to us. It’s the little things that build community.
Like thanking customers for their business with a simple yet elegant thank you card clearly tied to the brand.
Thanks for the lesson, Crate & Barrel.
I will be definitely be back.
So, when was the last time a business thanked you for shopping with them? And when did you last thank someone for shopping with you? Did it matter?
© 2011 Robyn M Fritz
