You know when something just blows you away and leaves you thinking “wow how good is that” ?. Well we had one of those moments recently out of the blue and totally unexpected.
We have been massive fans of 37 Signals for some time now. Like many creative agencies, their online project management platform Basecamp has become integral to our business and has cleverly become one of those investments that has paid us back time and time again. We just love it and absolutely wouldn’t be without it now.
I personally love the Highrise CRM system too which I find great for keeping everything organised contacts wise. Just recently I encountered a problem with Highrise (that ultimately ended up being user error!) and submitted a support request that was quickly sorted by Chris Joyce in the Customer Support Team. Great! All is good I thought and then I spot the feedback graphic in the email response. Fantastic! How can you not spend a few seconds giving feedback with an approach like that?
So I did and told it like it was.
Pleased that all had turned out as I wanted and I could be on with what I was doing I never gave this another moment’s thought until a couple of days later when I got a call from Jordan at Redesign HQ telling me a package had come for me.
Was it one of a number of packages of client business cards we were expecting from the printer? Or maybe it was some printed invitations we had ordered for another client but crikey, they would have been early!
When I got back into the office I was intrigued to find it was a sponge cake from sponge.co.uk and not just a sponge cake either, a STICKY TOFFEE PUDDING SPONGE CAKE – WOW!
And then the pièce de résistance, a personalised card with the message:
We wanted to send something yummy to say thanks for being great customers!
37 Signals Customer Support Team.
How awesome is that! We’re all about customer service here at Redesign and this resonated highly here. Everybody likes to be loved and boy did we feel loved!
Jordan and Jack were onto that sticky toffee pudding cake like the proverbial “tramp on a kipper” and sponge.co.uk have had a few quid from us in the past week or two.
A simple but powerful act and everybody wins here.
Big thanks once again to 37 Signals for the ultimate lesson in customer service.