Toner and More

I recently realized that I would soon need a new Drum for my HP LaserJet2500L. From past experience I knew that while I can get toner at any office supply store, I can't get the drum locally. So, being proactive, I went online to order one. After a bit of searching, I decided to order a re-manufactured product at a significant savings.

The order went to PrimeToner.com. Previously, I knew nothing about this organization, but the order process went smoothly online and I received an email confirming shipment. I was feeling pretty good about my purchase.

The box arrived a couple of days ago, and in doing some work in in my office I decided to open it up this morning.

Within 1 minute this company has guaranteed themselves my next purchase (assuming the product is satisfactory).

1. A card for a 5% discount on my next order. Very nice. Not huge, and not incredible, but valuable.
2. Inside the box, near the top of the Styrofoam peanuts, is a copy of the DVD of the movie The Legend of Bagger Vance. I don't know how Bagger Vance relates to toner. But I know I was surprised and impressed (and I like the movie).

The lessons for all of us in delivering better Customer Service:

- Get the basics down. While they should be a baseline, when they are well executed, it is always welcomes and usually noticed.
- Reward me for my business and you will turn me into a long term Customer.
An additional surprise doesn't have to be extravagant (I'me sure they bought these for less than $5 wholesale).
- Surprise me in unusual ways and I will tell others.

How can you apply these lessons today?