As many of you know who have been reading the Wow for a while, I have a lot of animals: 3 dogs and 2 cats, to be precise.
Given that, I have been, for some time, a user of Chewys: the online pet supply company.
What turned me from a mere user to a believer?
Here’s what occurred:
A month ago I ordered a new product that I thought would make life with 5 animals better.
There’s no need to get into the specifics of the product ordered. Suffice to say that it did not make life better.
In fact, it necessitated 2 rolls of paper towels and a call to the vet.
When Chewys asked me about a review I wrote it. My goal was not remuneration, but the hope of saving other pet owners from a similar situation.
Imagine my surprise, then, when I received an email from Chewys saying, essentially, “We’re so sorry you had this experience. We have refunded the money you spent on that item on to your credit card.”
Unsolicited cash back in my pocket.
Was it a large amount of money? No.
Was I happy to receive it? You bet.
So happy that it led to me writing this blog post. (Not to mention, talking about it far and wide).
Why am I writing about this today?
Because I think lots of us miss the opportunity to do these types of small things—not realizing that these small things have the potential to pay off in big ways.
(In this case: with a satisfied user taking the time to talk up how happy she is).
So if and when you have the chance to take a small loss/make an easy concession/offer someone a painless ‘gift-with-purchase’ I highly recommend you take the opportunity.
It’s likely to pay off in spectacular word-of-mouth.