One of the things we were doing (or are still doing now if you live in Victoria) which helped to pass the time of day during lockdown was to shop online and buy stuff we don’t really need. And yes, I know you’ve been doing it too coz on line sales have risen by about a zillion percent since we got into the terrible Covid-19 mess.
And after you’ve paid online you get an emailed confirmation of your purchase (sometimes even thanking you for buying) but also giving you a rough idea of when your stuff may be delivered.
The thing about those messages is that they are always terribly impersonal. They are mechanical and perfunctory and have no heart or soul. They are sent coz it seems the company feels they have to send something!
Contrast that to this warm and friendly message I received as confirmation of a purchase I made the previous day.
Hi Winston,
Thanks for your order, it was posted today. Aust Post has been variable in their service lately, in normal times it would arrive about Wednesday, but it may take 2 or 3 days longer.
It looks like I didn’t click all the buttons on the Stack Exchange website; usually it would give you a link for tracking, so here it is:
https://auspost.com.au/mypost/track/#/details/RPP4463700510006317962606
And finally, some customers have asked for our Winter Stock list, so I’m attaching it for you also.
Kind regards,
Andy
Andrew Blucher
Mascot Cycles est 1938
www.mascotcycles.com.au [under construction]
mascotcycles.bikeit.com.au
stores.ebay.com.au/mascotcycles
www.facebook.com/mascot.cycles
www.instagram.com/mascotcycles/
www.strava.com/clubs/Mascoteers
It’s only a few words really but it comes across as really personal… a welcome change in a digital world where everybody treats you as a nameless “customer” and not as a person!
Great customer service hasn't changed in the years since this fantastic live session with the great Doug Malouf and Winston was recorded. Discover how to give customer service that really works. How to be BIG on Customer Service
I’ll buy from Mascot Cycles again!
Oh, and by the way since you ask, what was I buying from a cycle shop? Well, I’m enjoying life on my new e-bike hugely, so much so that I’m investing in great gear. In this case a lightweight shower jacket that, no doubt, will give me look of a Tour de France winner!
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