Shui Tea gives a little something extra for good measure


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A little proactive extra from Shui Tea

#593 was submitted to the Purple Goldfish Project via tweet by Paul Tracy. In Paul’s words:


OK, I have to admit that I’ve been a fan of Shui Tea for some time. I don’t even remember how I stumbled across his website or why I made my first order from Shui Tea. Maybe it was the subtly irreverent attitude of the purveyor that just meshed with my personality or the product descriptions on the website.

Regardless, I’ve been really happy with the quality of the tea that I’ve ordered from him and have placed a few orders. I’m relatively new to tea, but have been recording my tea reviews on this website called Steepster for a few months. I tend to be brutally truthful and in all honesty, I have really enjoyed everything I have ordered from Shui Tea.

Today, I received an e-mail from the owner of Shui Tea that had, in part, the following: “I wanted to thank you for sharing so much about Shui Tea on Steepster and online. I just put a $10 store credit on your account to use if you order again. No expiration, and feel free to use it anytime and with other coupons you might see in e-mails or on Twitter.” I took advantage of the generous offer immediately because there were already a number of new items from Shui Tea that I wanted to try.

The whole purpose of this post is to point out what a customer service and marketing genius the owner of Shui Tea has revealed himself to be. I was already a devoted fan of his brand. Through a very short and simple, yet personal, contact he has secured a customer for life. If there are ever any issues in the future (which I don’t expect but can happen) I’ll be more than willing to forgive them given the treatment he’s afforded me to date.”

In business, providing superb customer service and delivering lagniappe is like putting money into the bank. You are building up credit with your customers. As Paul eluded to above, if and when an issue arises you will be given leeway due to the goodwill you’ve earned.

Today’s Lagniappe (a little something extra) – Imagine drinking tea in space. Evidently chopsticks are helpful in the process:

Extra lagniappe – How about a little tea partay?

Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.


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