When was the last time you were pleasantly surprised by a customer service experience? Anytime a business goes above and beyond in providing good customer service, they gain a loyal customer.
Recently, I had one of those pleasant surprises. One of Christian Small Publishers Association’s (CSPA) Partner Members went above and beyond.
In June, CSPA had taken out a full-page cooperative ad featuring books from some of our member publishers’ books in the Book Fun Magazine. I was recently contacted by the magazine asking for update info for the ad, which they were going to be running in the August issue of the magazine.
I immediately contacted Book Fun Magazine to get clarification. I figured this must be a mistake. After all, CSPA had only paid for the ad to run one month, in June. Their response was that there was no mistake. They told me to read their tagline. Here is what their tagline reads:
“We reserve the right to do more than we promise.”
Wow. This company was running our ad for an extra month. Why? Because they reserve the right to do more than they promise. Running CSPA’s cooperative ad for an additional month has scored major points with us.
How are you doing in providing exceptional customer service? Do you ever go above and beyond with your customers?