Note: This post isn’t meant to push FreshBooks as a service but to give an example of how one company treats new customers.
I recently signed up for an account with FreshBooks and was very impressed with their initial customer contact. If your not familiar with the company FreshBooks provides online invoicing and time tracking for businesses. Here are my three lessons learned from the experience:
Lesson 1 – Make it personal
After I signed up for an account I received a voice mail from Jon at FreshBooks. In the message Jon wanted to see if I had any questions about the service and to also introduce himself as a contact I could use.
Lesson 2 – Follow up & keep it personal
After the voice mail I received an email from Jon basically reiterating what he stated on the message. He also added a personal touch to it by showing that he did his research on me and what I was doing.
I checked out your clients page, and it looks like your team has developed some pretty cool stuff. The work you did for NAAS was really cool!
I personally wouldn’t have used “cool stuff” or “really cool” when first contacting a customer but I got the idea.
Lesson 3 – Follow up again (in another channel)
About a week later I received a “courtesy snail mail invoice” to show me how snail mail invoices look .
Overall, If your looking for a way to build customer loyalty and word of mouth this is a surefire way to do it.
