This article was first published in Absolute Horse Magazine– to read this issue and any of the others, go to the Absolute Horse website
Ask a Masterminder… it’s the little things…
Small & Supercharged Mastermind is an online group supporting small equestrian and rural businesses and, as such, is bursting with amazingly knowledgeable people with lots to share. In each issue of Absolute Horse, we’ll be asking them a question and members will be sharing their top tips… this issue’s question is…
It’s the little touches…what do you do to go above and beyond your customer’s expectations?
Joanna Wood, Joanna Fair Photography www.joannafairphotography.co.uk
Surprising my clients with little extra details after booking a shoot with me and beyond is very important to me. I always send out a save the date card to pop on their fridge so they are reminded every day about their upcoming shoot. One I have brought in this year (and one thing they do not expect) is three fine art printed images as a gift a couple of months after their image viewing and we have said our goodbyes. Such a simple gift for my fabulous clients but one they will cherish forever.
Tracy Ormrod, Dressage Test Pro www.dressagetestpro.com
With our app we are not directly involved with the purchase as the Apple and Google Play stores handle everything. We are always available to support customers if they have a technical issue in some way. It is not uncommon to receive a late night message via social media from someone due to compete the next day and they are having problems with their phone! There have been occasions when I have sat on a beach answering a support call!
Helen Goddard-Watts, Fetlox, www.fetlox.com
At Fetlox we love to make our customers feel special when they receive their order.
Carefully wrapping them in tissues paper, enclosing a thank you card, some Look Book cards and finishing them off with a sweet treat.
When the customer opens their package, we want them to feel wowed…it’s the little things that matter.
The orders are then sent out in recycled packaging with a little sticker saying – ‘Love It, Share It, #Fetlox’
Amanda Marshall, 3 Donkeys Clothing www.3donkeys.co.uk
Adding that personal touch is very important to me and 3 Donkeys®. I personally package every order and apart from our coveralls which have their own bag including a hand signed card, they are wrapped in craft paper tied with rafia. I want every order to be ‘gift giving’ ready.
Tracey Cole, Tracey Cole NLP www.traceycolenlp.com
I always offer my full support after certifying NLP and hypnotherapy coaches. Graduates can contact me to chat about business set up, client cases or how to run their latest mindset workshop. In fact, my virtual office door is always open!
Chelle Mullen, Storm & Grace www.stormandgrace.co.uk
We aim to exceed our customers’ expectations with every order – we can custom make designs with stones/metals/initials/hearts etc to suit. Complimentary cleaning cloths and advice, handwritten dispatch notes, horsehair returned in a card, and the option for gift wrapping and sending direct to the recipient if required. Oh, and free postage!
Emily Hamlett, Glorious Grouse www.gloriousgrouse.com
The act of a handwritten note or card seems to be a dying art, however, we all appreciate it, today more than ever as it shows effort and thought over and above an email or a text. I think as a small business I feel I need to provide something that the larger businesses can’t always do, and that in my opinion is the personal touch and show you are buying from a real person! I really appreciate people purchasing from me and I like to show that by way of a little note hoping that they are delighted with their purchase. The note always seems to be the first thing people mention in their feedback! I also offer to write out greetings cards and send their gift to the recipient direct, which saves the purchaser time and further postage costs, so they receive a beautiful country themed gift with a personal handwritten card. Isn’t it the best when you get a package from someone and it’s packaged up beautifully and inside there is a little note, and you know that as well as receiving a lovely item you are also supporting a small business!
To find out more about the Small & Supercharged Mastermind group here.
