I am a marketer. So, unlike many others, I actually take the time to read those auto-sent emails and spam messages that somehow land up in my inbox – looking for tips and turn-offs to user or avoid in my own email campaign marketing activities.
And every now and then there’s a gem that lands in my inbox which causes me to pause a little. Such is the case with a recent email I received from Bloom and Wild.
I love to send flowers. I always have. But the one frustrating thing about surprising someone else far away with a bunch of flowers is working out when they’re going to be available to receive them (should they not be office-based where there’s sure to be someone to sign for them). That was until I discovered Bloom and Wild. A wonderfully efficient way to send flowers straight through a letterbox – without the need for a signature.
So, as a result, I have used them on several occasions.
As most businesses with their presence online would know, getting a customer to review a service is gold-dust which determines improvement of processes and products, showcasing opportunity to other potential customers and just the all-round feel-good pat-on-the-back acknowledgement for a job well done. But sometimes asking for those reviews is a difficult knack that so many of us just don’t get right.
Not Bloom and Wild.
I recently ordered a bunch of flowers through them, and today, 4 days later, I receive the following email. It reads:
Hi Katy
I wanted to say a personal thank you for choosing Bloom & Wild. As a young company, we really do appreciate your support.
I hope you and your loved ones have enjoyed your flowers. We would love for more people to hear about us and enjoy our blooms, so I wanted to ask a favour. Would you mind reviewing us on Trustpilot? It only takes a minute, we’d be very grateful and it really would help us spread the word.
If you have any feedback you’d like to share, feel free to email me or call on [number removed by Katy for privacy reasons]. Thank you in advance – your review really helps us and other customers.
Yes – this email is probably automated, and yes, I’m probably not THAT special as the next person – but what I loved most about this was the personal approach to asking for an absolutely valid response from me as the customer. Lucy obviously understands customer experience and she knows how to be straight-forward about something but polite enough to make the customer (aka, Me) want to take action to help their cause.
Perhaps it’s the fact that I’m a fellow business-owner also trying to spread the word about my own business. Perhaps it’s the fact that she’s said, “would you mind” as opposed to the standard “we’d love you forever if you ….” or some other silly attempt at eliciting some sort of response.
Whatever it is – this was a nice touch.
And yes. It worked. I immediately logged into Trustpilot and left my review.
Thanks Lucy for sharing a great customer experience with me.