Don’t Take Good Customers For Granted
This past week my wife and I ordered delivery 5 nights. 3 of those nights we ordered from our main delivery company, Euro Pizza. We’ve been ordering from Euro Pizza for about 5 years on a very regular basis. We like Euro Pizza.
Yesterday I called in my order and this is what happened:
I’d like a grilled Ceasar Salad delivered please.
Is that it?
Yup.
I’m sorry we’re to busy to deliver unless you spend $20.
I order from you all the time.
We’re to busy, can you order something else to total $20?
No, I’ll just call the other pizza shop. Bye.
Brilliant huh? We order from them at minimum 2 times a week as we’re always on the go. I must say the food at the new pizza shop was very good. I’ll give them a try for a while.
![[del.icio.us]](http://images.del.icio.us/static/img/delicious.small.gif){kind=small}
November 12th, 2008 at 5:42 pm
LOL - I love it Scott! It often takes so little to keep customers happy. You weren’t asking for a free salad for gosh sake.
I’ve also found that people focus too much on attracting new customers and completely forget about the value of retaining the ones they have.
In your situation, how many new customers is Euro Pizza going to need to replace the 100+ times they delivered to your house the past year? A lot! And all it would have taken was a gentle reminder that they normally don’t deliver orders less than $20, but because you are such an excellent customer, they’d make an exception. You’d probably would have written here about how well they took care of a good customer.
Delivering a grilled Caesar salad to a good customer - $5.00
Pissing off a great customer - Priceless
November 12th, 2008 at 6:27 pm
I actually called them and spoke to the owner. The girl didn’t realize it was me and he told me it wouldn’t happen again. Sometimes you just have to think before you do.