Happy Freakin’ Monday Ep 18 – Greatest Lesson In Customer Service

This is the greatest customer service lesson I learned when working in retail. It’s simple, it is “always return the toaster.”

Let’s say that someone came to your business, to return a toaster but the problem is that you don’t sell toasters. What do you do?

Well this actually happened once when I was working at a “Sporting Lifestyle” store. If you don’t know what that means, it’s just a pretentious way of saying that they don’t sell equipment that you might expect but instead mostly clothing and even Prada activewear. So they definitely were not in the business of selling toasters.

One day a customer came in with a toaster in a bag, no box, no receipt, and they wanted to return it. There was no convincing them that they did not purchase the toaster from that store. They were certain that they bought it there, paid $30 and they were not satisfied so they wanted their money back.

Now here is the situation, I’m not saying that you should let people take advantage of you but look at the big picture. In this case, the customer had a purchase history, they spent a lot of money at the store, multiple times in the past. We knew this because the store asked for your phone number and kept a record of sales by customer number. Despite that, there was no record of a toaster being purchased nor was that item even in the system. Yet the customer still wouldn’t back down.

Also I will say, in their defence, there was a small table near the checkout where a lot of odd nicknacks would end up. With that in mind, there was a slight chance that they did in fact purchase it from that store... but still unlikely.

So what did the manager do? They returned it and gave the customer a $30 in-store credit. Because at the end of the day that is the equivalent of maybe a 10% discount or less based on average sales at that store. It’s was nothing to make that person happy and to send them in to the store to shop instead of storming out to tell everyone about the terrible experience they had.

From that experience I learned the very definition of the cliche “the customer is always right” and I never forgot. So if you ever find yourself in a similar situation just remember to always, always, always return the toaster.

See you next week!

Happy Freakin’ Monday Ep 16 – 2 Tactics for Customer Retention

School’s out for summer. What does that mean for your marketing? Does your business slow down or speed up this time of year?

No matter what your seasonality it’s important to keep your marketing going even when your audience is on vacation. However, instead of focusing on acquiring new customers, a slow season can be a perfect time to focus on retention. That is holding onto your own customer base by bringing them back for more and here are 2 ways to do that.

  1. Focus on customer service. When you can leave your customers wowed, they are more likely to come back. Not to mention if your customers are raving about an amazing experience that can often be the best word of mouth marketing.
  2. Customer appreciation. Time to give back, to say thank you in a big way. Try throwing a party, mailing out coupons or gifts, or wow just one customer.

If you do a big giveaway consider capturing it on video. There’s often a marketing opportunity hidden within public events. A video is a great way to amplify that story. A great example is the WestJet Christmas Miracle campaign that WestJet runs every year.

Do you have a great retention strategy that you want to share?

See you next week!

What is BFresh.Studio?

BFresh.Studio is in full swing but the main question I still get is: “what is it?”. Is it a video studio? Mostly. Is it a Photo studio? sort of. What about a recording studio? ya we do a little bit of that too.

The answer is that the new Collingwood studio is all of the above. It is everything that we offer as BFresh.Media, now all under one roof. I call it a content creation hub because it’s really designed for content marketers. So if you have a YouTube channel or a podcast or you need lots of product photography and video for say your social media channels, then this space is for you.

It is important to note that we still offer regular video production services. So single video advertisements, shot on location, event promos, as well as motion graphics, and design are all still within our service offering. However, we now offer 3 new membership levels for those who need content on an ongoing basis. Basically if you need 1 video per month or 4+ videos per month, we have a membership package for you. Check out our rates and Membership details here: http://bfresh.media/studio/.

The studio is located at 1 First Street, suite 206-B, Collingwood Ontario. We are here from 9-5 Monday to Friday so come check us out!