21/05/2019
I wanted to share this because a) it’s a great example of how much of an asset good customer service is to your business, and b) I’m still laughing at myself for falling for this.
When I was in college, I was inducted into the leadership honor society Omicron Delta Kappa, and I haven’t thought much about it since. I vaguely remember them calling me for current contact information around 2006 or so, but that's it.
Then I started getting these emails a few months ago, every week reminding me it was time to update my info and making it sound SO IMPORTANT. So I did what I usually do and ignored them. But they KEPT COMING. And finally, I was like, “All right, all right, just stop emailing me!” And I called.
This is where they get you. I wondered why they didn’t have a simple online form to do this, and this is why—they need you to call and talk to one of their representatives because they know you will never agree to buy their insanely expensive alumni directory otherwise.
And that brings us to Sharon. Sharon was everything you want in a CSR, and I wasn’t kidding when I said in my feedback that I hope she gets a commission on this. She was so friendly and engaged throughout the whole update process that when it came time to hit me with the “So would you like to reserve your copy for two payments of $200?” I thought... well played. You have done such a good job here, I honestly don’t want to say no.
Do I need the damn thing? Of course not. It’ll sit on my bookshelf and look pretty. (I assume; for $400 it better be pretty.) But it will be a good reminder of how marketing SHOULD work.