Today at Pierce Communications we received three packages in the form of Donuts from Moe’s Donuts, they were delivered to us, for free by our hosting company.
Now why on earth was the Director at our hosting company driving around Belfast all day giving donuts out to various agencies? Because he (and his company) gets it. They get how to do something offline that will jump online for relatively little cost.
Here is a list of just some of the agencies that Big Wet Fish delivered to, taken from this blog post;
- Rumble Labs
- Rehab Studio
- Ecliptic Labs
- Typecastapp (formerly Front)
- Belfast Business Centre (our office reception staff)
- Pierce Communications
- Sugar Rush Creative
- Fresh Made Media
- Green17 Creative
- Three Sixty Create
- Momentum NI
- Fulton Advertising and Marketing Communications
If you had to work out a cost for getting those companies and their staff to talk about your business all day how much do you think it you run you? A damn lot more than it does to pay for some donuts, some petrol and taking a day off to deliver some donuts.
It isn’t only the fact I think it was a good way to get cheap publicity, they have already proven their levels of support are excellent and their prices/offers are competitive so they have sat and worked out what they can do to delight their clients and potential clients that doesn’t involve the standard hosting fare.
Big Wet Fish just get it, they get our industry, they get what makes us happy and each day they deliver it (either in the form of excellent service or in the form of donuts!) and for this reason I have absolutely no bother in recommending them to everyone.
Today I took ownership of a rather spiffing print by the very talented Phil Wall, I will try and get a picture taken of it soon but the print itself isn’t what I wanted to talk about.
What I want to talk about is the outstanding level of customer service that I received from him.
My order was placed with the printers at the same time one of his own orders was, my order being directly delivered to me and his order obviously going straight to him.
The day after his order arrived he contacted me to ask if I had received mine, I had not – I didn’t think I would, I had assumed I would be waiting at least a week but as soon as he heard I had not he was putting things in place to ensure I was kept happy.
He contacted the printers, double checked my address, offered to get it re-sent and was already organising free stuff for me as a sorry. All this because a third party had taken an extra couple of days to do with delivering something.
The net effect of this is that even before my order arrived I was already planning what my next purchase from him might be.
I don’t want to guess at how long he took doing this, but I would imagine it would take no longer than 45 minutes in total to do the checks and send me quick messages reassuring me and keeping me in the loop.
If you were told you could spend 45 minutes working with a customer that would almost guarantee that they would stay loyal to you for life would you do it?
I think you would, and I think you should.
Does this scale? Of course not, at least not easily but that is no excuse to not aim to do it as often as possible with your clients.
I was thinking how I could write a blog post that would cause me to need to use this image, I couldn’t think of anything so I figured I would just post it.
Thanks to my lovely fiancée for sharing!
Ages ago I wrote a quick presentation on why I think a company should adopt an agile way of working.
I never had to give it and have since lost my notes, but I figured I would post the small slidedeck up, because why not!
I recently purchased an Iomega Home Media Network Drive and whilst I am largely happy with it I had hit a few issues with sharing files between different users on the system and even different computers with the same user.
For some reason it would let the machine/user that uploaded the file access it completely but if another machine or user tried to get at it it would be in a read only state.
I tried to do some digging on the net but came up short so I started playing about with some settings. It seems that turning the SSL security off did the trick. I have no idea why this would have broken anything in the first place but since my wireless network is already pretty safe I am happy if communications between my machines and the drive aren’t encrypted.
I would like to turn the security settings back on at some point though, so if anyone finds a more permanent fix please let me know!