How could we improve our customer service?

The Stone Junction team
I've recently been blown away by a great piece of customer service. I ordered a satchel as a gift for my partner, from a company called The Leather Satchel Co. It's located on Liverpool's famous Albert Dock, should you ever be passing by. 

By Richard Stone

The catch is, when I placed my order, I forgot to add the option of having my wife's initials embossed or painted onto the Satchel in gold or silver leaf - at the cost of ten new English pounds. 

Ah well, I thought, these things happen. And then I received an email from them, telling me that my wife's satchel was about to me made. This wasn't an order confirmation mind, it was an extra email, confirming that my satchel was in the workshop. 

I replied, asking whether I was still in time to add the initials. 

I expected to be informed that it was too late. But I was actually told that, not only was this possible, but they would do it for free.

I was so inspired, I decided to write a blog post about how Stone Junction could help its clients improve their customer service. 

We could provide marketing automation to help our customers respond to orders, I thought. Or we could help them create a programme of 'thank you' mailings - to turn one off orders into long term customers. 

But then I decided against it. Instead, I'm going to use this blog post as a way of asking for help and advice. The best technical PR consultants are the most humble, after all. 

So here it is, how could Stone Junction improve its customer service in 2018? I'm open to ideas from those of you who aren't our customers as well, of course. Perhaps your agency does something that makes you feel special that you would like to share? Or maybe an agency you work with, or have worked with in the past, does something that exemplifies bad customer service? 

I'm keen to learn from all your feedback. I've already learnt something from The Leather Satchel Company. 

Richard Stone - Stone Junction

Stone Junction is a cool technical PR agency based in Stafford. We work for all sorts of businesses, with a particular focus on technology, technical and engineering companies. We like being sent cake and biscuits by clients, journalists and prospects.

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