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Did you do that extra little thing to make your customer a little bit happier?

Dear Pat Hensiak,

Thank you for servicing my Dremel. I appreciate the prompt service.

Giving me a free gift accessory and a friendly note was a nice touch. A broken tool can be frustrating. Those little extras were just what it took to make sure I ended the experience totally happy. (And now I own a flapwheel! Fun to say. What should I flap?)

I hope every other service manager learns a trick or two from you guys!




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  1. George Seybold January 1, 2011 at 9:28 am #

    Which by the way, Andy, is the number 1 way of creating a promoter of your business. This nugget of knowledge will dramatically reduce your marketing costs because your customers will drive the best type of market – word of mouth. Good stuff!

  2. Bill Kerschbaum January 1, 2011 at 12:22 pm #

    I do a little extra something in a slightly different way: I take the first 10% of my clients’ payments and donate it in their name to International Justice Mission. It’s a cause I believe deeply in, and I want my business to contribute to making the world a better place. I also hope my customers will be excited about being partners with me in that effort!

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