How it should be done – #1

Great customer service is often a collection of very small touches that make the difference; the personalised response on the phone, the thoughtful addition to the hotel room care package or the sincere smile that comes with a retail experience.

I booked my car in for a service and two things happened which have convinced me that my car is booked in the right place. First, they offered to drive me home after I had left my car for the day and secondly, they sent an SMS to remind me of the details and gave me a named contact to deal with.

I know I’ll pay for this somewhere along the line, but those are touches that breed loyalty.

What are you doing to build your customers loyalty?