When was the last time your company’s customer service department made  a “random act of kindnesss?” Well, for Constant Contact, it was just the other day, and I was the recipient of their generosity.  Here’s what happened…

On Tuesday evening, I got a direct message (a private message) on Twitter from Constant Contact saying:

“Could you DM me a good number to reach you at? I’d like to give you a call about your account. :) – Marisa”

Intrigued, I called back right away.  Marisa informed me that she was going to give me a credit for one month of service, which for me is worth $40.  Why?  Just because! Wow, how nice!  So, yes, it could have had to do with my earlier tweet that said “Yea! @constantcontact now works with Chrome!!”  But, still… I didn’t expect any response from Constant Contact about my tweet, not to mention a gift!

Very smart move, Constant Contact.  I have always been a big fan of Constant Contact, but when you give someone something free, particularly unexpectedly, you make a stronger advocate out of them.   In addition, because I thought it was so nice, I posted something on Twitter, Facebook and am obviously writing this blog post.  The Facebook update got 3 “likes”, and I’m sure there were many more of my 1,000 Facebook friends and 8,300 Twitter followers who saw my posts, but didn’t comment.

Wow, check it out! @constantcontact just called and gave me a free month on my account! Hanukah came early this year. GREAT #customerservice

November 23, 2010 8:16 pm via HootSuiteReplyRetweetFavorite

@bostonmarketer

Rachel Levy

Then, because I was still so impressed the next day, I posted again about Constant Contact’s new Chrome interface and got 2 responses…

@bostonmarketer They added Chrome support!?!?!? Wooo Hoooo!!!!! cc: @constantcontact

November 24, 2010 1:00 pm via webReplyRetweetFavorite

@mikeconaty

Mike Conaty

@bostonmarketer Nice I was getting annoyed having to use I.E. to access

November 24, 2010 1:08 pm via HootSuiteReplyRetweetFavorite

@CaronElectric

Max ServiceManager

So, for $40 Constant Contact got a more committed and loyal customer, 5 other interactions with the brand, and countless other people knowing about the situation.  Priceless.

Have you seen other companies do this? Are there any other advantages you see of customer service departments doing this?

Did you ever think your UPS guy* would make an impression on you? I didn’t.  Until I starting getting packages delivered from Michael at UPS (I actually don’t know his name.  Shame on me.  I will ask next time**).  You see, I live on the 3rd floor of my condo building, in addition to the two flights of stairs outside the building.  When Micheal buzzes me with a delivery, here’s how it goes:

BUZZZ

Rachel (into intercom): Who is it?

UPS Michael: It’s UPS with a package delivery.

Rachel: Should I come down or are you coming up? (I ask HOPING he’ll say he’s coming up.  And, guess what? He ALWAYS does!)

Michael: No, I’ll bring it up! (with enthusiasm)

BUZZZ (as I buzz him in)

But this doesn’t happen with every delivery I receive from UPS or any other company.  Sometimes, they wait down there for me to come all the way downstairs to sign for the package.  But, every time, Michael says he’ll come up, and does it with enthusiasm, like he loves his job and loves bringing packages door-to-door to customers.

Once I was walking around my neighborhood with a friend, and I saw Michael.  I told her, “That’s my UPS guy.”  She asked, “You KNOW your UPS guy?”  She’s right, most people don’t know their UPS guys.  They’re as non-descript as the brown uniforms they wear.  But, Michael I remember and recognize when I see him.  Last week, he delivered a package to me.  Same story.  And, when he came to the door, he said, “I’m the nice one.”  I laughed, and confirmed that he is “the nice one”, and how much I appreciate that he brings the packages up to the door.

So, kudos to Michael!  But, why is it such an anomaly that someone would need to be “the nice one.” Have we come to expect “not-nice” for service these days?  How difficult is it to take that extra step (or three flights) to make a customer happy?  I would argue, not very difficult.  The better service that sticks in people’s heads, is usually worth the effort of a smile, extra time or expense of giving them a nice experience. And, an experience that they may share with their friends. Or come back for more often. Or purchase more.

*When I say “UPS guy”, please assume I’m also including women.

** Update: I finally got another package delivered, and found out his name is Chris Bergeron.  Thanks Chris!

(Photo credit: Package delivery)

What do you think?  Have we come to accept “not-nice” as the norm? How important do you think it is for companies to take that extra step for service?