We got this email from a dealer in November. I'm not suggesting that you start giving away free books, but rather learn from his example of thinking quickly to provide great customer service, even when it's not your customer!
About 4 weeks ago I received a call from a lady who said she discovered a misprint in her personalized birthday book. I asked her to return the book. I told her I'd send a new one plus reimbursement for the postage.
Imagine my surprise when I received the package about a week later and -- it's not even a book sold by Create-A-Book. It had been purchased from another company! I offered to send her one of OUR books as a complimentary replacement, free of charge. I also told her I'd include a catalog, and asked only that she consider us for future book purchases.
You know what? Last week I received a $60 order from her, along with a request for several catalogs because her friends were interested in our books, too!
Not a bad result from sending out 1 free book, huh?
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