I was searching for a book “The BuyerSphere Project: How Businesses Buy From Businesses in the Digital Marketplace” on Singapore National Library website before breakfast and unfortunately this book is too new to be available. So, I clicked on “Recommend A Book” link on the search results page.
Lesson 1: Make it easy for customers to give feedback.
I filled in a form at “Recommend A Book” page with book title, author, and description information. Shortly after I submitted the form, an email was sent to me to confirm the book recommendation:
It didn’t surprise me to see a confirmation email; but, it ensured me my recommendation was received. And, it did impress me when I see “within 7 days”.
Lesson 2: Send out confirmation email upon receiving feedback and give specific time how soon a reply can be expected.
As I’m reading a book by Jack Trout, it’s okay to wait. However, my recommendation was approved and a notification email was sent to my email when I came back from lunch. It was just a morning!
Again, I have a pretty good idea when I can expect the arrival of the ordered book.
Lesson 3: Respond quickly to the customers’ request / feedback.
Bonus tip: great service generates to great word of mouth.