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The best kind of word of mouth: Being nice

image A great story from MarketingProfs:

At Gina's Pizza and Pastaria in Orange County, CA, the manager asked a customer, "Do you have a coupon? I see you've purchased three of these pizzas in the past few months, and they should have had coupons on the box."  The customer didn't.

So the manager took a flyer from the counter and pulled out a coupon. "See, we just saved almost five dollars."

For $4.90, Gina's turned a satisfied customer into a loyal customer.  (And got a ton of word of mouth, including blog posts like this.)

Read more here

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Comments

  1. Marie May 29, 2009 at 1:02 pm #

    It’s really the little things that count. Zappo’s once sent my mom a get well card after the customer service representative found out she broke her ankle (the reason for new shoes). I thought it was such an awesome example of great customer service that I blogged about it and I still tell people about it in person. Remember, it’s all about the little things…

  2. Michael E. Rubin May 30, 2009 at 10:02 am #

    Funny how getting the “little things” right can turn into “bigger things” down the road.
    This morning, I purchased two tickets for the movie “Up” on Fandango. Twenty minutes later, I went back to the site to buy four more. Before I could complete my purchase, I was politely asked, “Are you sure you want to buy these tickets? We noticed you already bought some earlier today.” They went out of their way to make sure I wasn’t making a double purchase accidentally.
    It was that “little thing” — a polite, unintrusive, gentle reminder — that has turned me into an evangelist and repeat customer.

  3. patmcgraw May 30, 2009 at 11:49 am #

    Part of my agrees – great story. Another part of me wonders why the need to kill a tree and print the coupons? Just let the computer do the work and forget about the paper trail.
    Marie, I love that story about zappos…I have never shopped there but I need to start looking at what they offer. I have heard so many positive stories about them.

  4. Simple Simon May 30, 2009 at 10:08 pm #

    That was a smart / fast thinking manager. I wonder if he is also the owner? Eithe way, yes it was a great marketing strategy, keep them happy keeps them coming back. The word of mouth, that is going to do wonders for Gina’s.
    Kudo’s to you: Mr. Gina’s Pizza Manager.

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