Every now and then, I get a chocolate bar and a handwritten note from New Zealand.
It’s always an interesting chocolate bar, too – this one is tea-flavoured.
(Yes, I was sceptical, too, but it’s completely delicious)
The chocolate comes from Sean and Renuka of Psychotactics. I’ve done several of their training courses; in fact, the cartooning course I’m doing at the moment is Sean’s. They are masters of making their clients feel special.
They pay attention, you see.
The note said:
“Hi Vicky, Yes, it’s chocolate time. STOP! Put down that hammer. Pour yourself a glass of wine. Enjoy. Sean & Renuka.”
It made me smile, not just because I’ve now got HammerTime in my head, but because Sean and Renuka know we’re renovating The Dingle. They remembered. They send out hundreds of chocolate bars to their clients… but they pay attention to each and every individual.
It’s part of the reason we keep coming back to them.
How can you make your customers and clients feel really special? If you’re stuck for ideas, take some of mine. Borrow My Brain for 30 minutes on Skype…
Vicky Fraser is a copywriter, author, and entrepreneur. She really did run away with the circus… but when she’s not swinging from a trapeze, she’s showing other copywriters and small business owners how to work with better clients, make more money, and stop missing bathtimes, first words, and dinners with angry partners. In fact, she wrote the book on it. Get your copy here.
PS The personal touch is so important. Producing great products and services alone isn’t enough, because people will forget what you do, but they’ll never forget how you make them feel. Good and bad. A lesson I’ve learned painfully in the past few years.