Great read - Hug Your Customers

[reader0428]

I'm really enjoying the book I'm reading right now, Hug Your Customers by Jack Mitchell. It's all about the art of superior customer service. It's already inspired me to make some tweaks in my policies and even just in the wording, such as:

--"Due to the custom nature of photography, all sales are final." has become "Amanda Faucett Photography takes pride in ensuring that customers are completely satisfied with their purchases and the level of service provided. If you are unsatisfied with your purchase for any reason, another image or product of comparable value will be gladly substituted at no additional charge. Due to the custom nature of photographic prints and products, no refunds will be given once your order has been placed."

Luckily I've only had one customer not happy with her product but it was solved in a way that made her very happy. I'd much rather eat my profit on one item with a good customer than lose the customer.

--"No orders will be placed with the lab until payment has been made" has become "Orders will be placed with the lab once payment has been received."

Lots of little nuggets in the book, and it's a very easy read. Just thought I'd share. :)

[ggeen]

Seems simple, turn a negative statement into a positive statement. Both changes are good representations of that. One note, and it is just a nit because I am picky this way. Change the passive voice to active voice.

from:

"Orders will be placed with the lab once payment has been received."

to something like:
Orders are placed with the lab once payment is received.

Using active voice makes the terms actionable.

[Phanee]

Great. Thanks for sharing the info. I will add it to my 'to do' list.

[lyncca]

Sounds like a great read. Thanks!
I'm all about the customer service, but I'm sure there are tweaks that I haven't thought of :)

[HotHolly]

As long as I dont have to actually hug anyone. lol. NYer no touchy. Unexpected hug= getting whacked. :)

Disney has a really good book on guest relations...aka customer service. Its short and sweet too. Its called BE OUR GUEST. U might like it if you are reconsidering verbiage and the results on your clients.