Great Follow Up Example that Increased Customer Satisfaction

By Kristina Evey • August 14th, 2009

The other day, I ordered some nutritional supplements from a source that was recommended to me, Prograde Nutrition. I had never ordered from them before, but someone that I have a high respect for in the health field recommended them.

Upon completing my order, I received the best follow up email I have ever received from anyone I have ever done business with.

I won’t paste the entire letter here, but it did an excellent job in all of these areas.

Acknowledgement: They immediately thanked me for my order and told me how happy they were to have me as a customer - “Thank you for your order – we are delighted to have you as a customer!”

They know what their customers want and make it easy to contact them - “It is obvious you care about your body and what you put in it. We know you’re going to love how Prograde helps you look and feel your best. If you have any questions or concerns whatsoever pertaining to your order, the easiest way to reach us is through our Client Care page at https://www.getprograde.com/store.php?page=client_care”

Education – They clearly outlined their shipping process and when to expect my order. They also again provided an avenue to contact them if there were any questions on shipping.

They asked for feedback in order to improve their services - “If you have any suggestions, we would love to hear from you. Comments from our customers help us improve. Please take a moment to send us your thoughts. You can email them to us by Clicking Here.”

They closed the letter out, but then did an extra bonus – They thanked me again! – “PS- We really can’t tell you how excited we are to have you as a customer.”

Since I thought this was such a fantastic letter and the wording did such a great job of conveying that they truly value and appreciate their customers, I did email and told them exactly that. I commended them for the way that the encourage feedback and appreciate and educate their customers.

That was all fine and good. Today, as I was giving a presentation to a local business group, a call went through to my voicemail. It was from one of the co-founders of Prograde Nutrition. He said that my email was passed along to him and that he wanted to thank me for my email and for becoming a new customer. He even left me his phone number should I have any need to contact him!

This is a clear example of a company that truly values the fact that the customer is what keeps them in business. Their customer service so far has increased the trust factor in this new relationship. With such a great beginning, I’m certain that it will continue as such. If the product’s are as good as they say they are, I am a customer for life based on the service I received so far.