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[personal profile] fleetfootmike
It's really quite stunningly simple.

I placed an order yesterday for [livejournal.com profile] bardling's Xmas present to James: a set of double-ended timpani beaters/ordinary sticks. 

This morning, the phone rings: it's the company in question:
Them: sorry, we don't have the one's you ordered in. Is it a Christmas present? 
Me: actually, yes, it's for my son
Them: we have an alternative - they're a little more expensive, but as good, and we'll happily soak up the price difference
Me: that'll be absolutely fine - thank you very much!
Them: they'll be in the post today.

Now, the price difference turned out to be £1, which is absolutely peanuts really. But for the cost of a phone call and £1, Newcastle Drum Centre just earned themselves a long-term customer. In fact, two, since I just told [livejournal.com profile] bardling. And probably several more, since they have ensured I'll make this post, and tell everyone I know who is or knows a drummer...

And that, my friends, is how you get your customers to be your best marketing.

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