Looking for a business that gives Service with a HUG? Here’s one…

How do you deliver Service with a HUG to your customers when you’re an online business?

Bamboo Clothing Ltd demonstrates how it can be done.

I should say that I have no connection to Bamboo Clothing Ltd, other than being one of their customers. I knew nothing about them until this week. But I have been so impressed.

Let me tell you why.

What was it that drew my attention?

After I had placed my order, I received an email confirmation from David (the founder of the business) thanking me for my order.

This was not a typical ‘blah blah’ email thanking me. This was from the heart. The warmth and sincerity were palpable.

David expressed gratitude to his ‘wonderful warehouse team’.

He acknowledged the Royal Mail and their posties.

He promised to communicate if there were delays.

And – crucially – his personal email address was at the bottom of the email.

This boss is interested and available.

Contrast that with my experience of a very famous Knightsbridge department store.

Don’t get me started.

I ordered several (very expensive) Christmas hampers to give to my clients as a gesture of appreciation.

Total disaster. Spent hours trying to get through on the phone. Broken promises. Frustration.

I felt that the directors of the company needed to be made aware of my experience of being a customer.

If I was them, I would certainly want to know.

No interest. Fobbed off.

Breaking news…

Oh look! As I’m writing this, David has emailed me again to say my order has been dispatched! And thanking me once again for my order. I know it’s not him, sat at his computer, sending me this email. But it feels personal. That’s the experience he has managed to create for me.

I like David. And I hardly know him. But I feel like I do. I read about the BAM story on their website. I was drawn in. Seems that David and his team have a huge passion for the planet. You can read about that here. These are people with big hearts!

What about you? What about your business and your team?

What do your customers say about their dealings with your business?

Are they ‘satisfied’? It’s just not enough. It may have been once. But not now.

Are you looking to become a business that delivers Service with a HUG?

We can help. Get in touch and let’s talk. Explore. Create the future. Differently.

Looking for a business that gives Service with a HUG? Here’s one…

In conversation with Peter Hawtin

It's a time of metamorphosis for Service with a HUG

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