Surprise Your Customers With Unexpected Service


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shocked face 300x300 Surprise Your Customers With Unexpected ServiceIn the market for an organic face moisturizer, I popped over to to check out the offerings and read reviews.

I stumbled across a product by a company called Era Organics.

After doing some research, I placed my order for the Face Moisturizer Cream through Amazon. It was fairly inexpensive, had recognizable ingredients and received great reviews.

I received the usual order confirmations from Amazon in my email inbox shortly after placing my order.

However, I also received a little something extra from this company, less than 24 hours after my order was placed with Amazon that resulted in an “OMG” moment from me:

I received a direct email from a representative named Tyler at Era Organics, thanking me for placing my order and checking in to let me know that they will personally email me when the product has shipped. He also mentioned they are proud of their products, excited for me to try it and to follow up should there be any questions along the way.

I was rather blown away by this–it wasn’t an automated email. It was an actual email from a representative of the company. They took the extra time to write directly to me for placing an order for one little tiny product. I know it sounds silly but think about the last time you ordered a product from Amazon or another large company and received a direct email from the seller themselves. Are you counting the experiences on one hand?

I responded to Tyler, sharing my shock and awe to the little gem of an email that put a personal touch on the ordering process.

Tyler responded swiftly with this message:

Thank you so much for getting back to us and sharing such kind words. It really made my day since the whole intention behind emailing our customers is to let them know that they are buying from real people and can always reach out to us if they have questions or concerns.

We’ve had a few customers get angry with us for sending them an email even though it was just to thank them and to make sure they are happy with the product. Can’t please everyone I guess.

We felt customer service has died out a bit in the internet age and wanted to help bring it back.

His response was genuine and honest.

It bummed me out about the customers who get angry but I suppose that is the nature of the customer service beast–you truly cannot please everyone–but, and I may add, you can always do your absolute best to try to give that (positive) OMG level of service!

So thanks Tyler and the Era Organics team. There’s obviously strong empowerment, clearly defined company values and positive training happening behind the scenes!

Your Challenge: How can YOU take the time to put an unexpected personal touch on your product for your customers to surprise them?

Republished with author's permission from original post.

Jenny Dempsey
Jenny is Consumer Experience Manager for Apeel Sciences and FruitStand with more than 15 years of customer service experience. She is co-founder and a regular contributor on


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