When you are wrong . . .
#438 in the Purple Goldfish Project comes from the book ‘Customer Love’:
“Humble Pie. When this Canadian home health care service provider stumbles . . . they deliver a fresh baked apple pie and a note apologizing for poor customer service. Each year they spend about $1,500 on pies, but they estimate it saves about $100,000 in business going elsewhere. That sounds like pretty strong ROI as 65% of customers that take their business elsewhere do so because of poor customer service.”
Marketing Lagniappe Takeaway: When your wrong . . . admit it and make amends quickly.
Today’s Lagniappe (a little something extra) – Here’s a video talking about Nurse Next Door and their brand promise:
Lagniappe defined: A marketing lagniappe, i.e. purple goldfish, is any time a business goes above and beyond to provide a ‘little something extra’. It’s that unexpected surprise that’s thrown in for good measure.
How do you stand out in the sea of sameness? How do you win repeat customers and influence word of mouth?
Where is the GLUE in your marketing?
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This has been a tremendous way for us to stand out in our competitive industry and provide excellent customer service. One thing instituting something that’s actually painful (this costs a lot of money) is that it brings great attention to your internal systems. We’re able to quickly see where the holes are in our operations and make efforts to improve them.
Arif Abdulla
Director of Marketing & PR
Nurse Next Door Home Healthcare Services