RetouchPRO

Go Back   RetouchPRO > Business > Work/Jobs
Register Blogs FAQ Site Nav Search Today's Posts Mark Forums Read


Work/Jobs Talk about the business side of things. Advice, questions, inspiration, and moral support

Customer Freebies

Reply
 
Thread Tools
  #1  
Old 09-05-2002, 08:41 PM
thomasgeorge's Avatar
thomasgeorge thomasgeorge is offline
Senior Member
 
Join Date: Aug 2001
Posts: 1,045
Customer Freebies

What, if anything, do you give your customers as a little "extra at no charge" as a way of saying thanks, and do you thing it is helpful? Tom
Reply With Quote top
  #2  
Old 09-05-2002, 08:59 PM
Doug Nelson's Avatar
Doug Nelson Doug Nelson is offline
Janitor
 
Join Date: Aug 2001
Posts: 7,068
Blog Entries: 21
I've been thinking of posting about this for some time, but since it has little to do with my current business, I put it off.

I'm a firm believer in the concept of "lagniappe" (Nawlins for "something for nothing" or "little gift"). When I was a kid with my first fulltime job working an a camera store, we got a shipment in of accessories. In the bottom of the box was a can of chili. Truly stupid, and a non-sequitur to be sure (more french, but this semi-authentic), but it made a big impression on me (especially since my paycheck barely covered my expenses).

Years later, when I owned my own company, I was shopping at Sams (a wholesale club, for the uninitiated) and came upon a big box of tiny bags of Famous Amos chocolate chip cookies. Some quick math told me they were under a quarter a bag, so I bought several boxes. I put them at our shipping desk and told the warehouse guys to put a bag in every box that got shipped.

Well, in a day or so the phones were ringing, the customers were delighted, and our salespeople were even happier.

Later on we experimented with other little things, but the customers always wanted to know when we were bringing back the cookies.

Nowadays the closest I get to implementing this is doing a little something unexpected with the restoration, or throwing in an extra print. I always feel it is good business to deliver just a tiny bit more than promised.
Reply With Quote top
  #3  
Old 09-05-2002, 10:11 PM
DJ Dubovsky's Avatar
DJ Dubovsky DJ Dubovsky is offline
Senior Member
 
Join Date: Aug 2001
Location: Upper Penninsula of Michigan
Posts: 1,659
Nothing great but most of the time I do smaller test prints before wasting ink on the full size version. If the test prints turn out ok I will usually give them out as an extra print and the customers seem to be so thrilled with this. Alot of times they were restoring the image for a family member anyway so this way they get a small print for them selves usually about 3x5 or 4x6 in size.
DJ
Reply With Quote top
  #4  
Old 09-10-2002, 05:52 PM
Mike Mike is offline
Senior Member
 
Join Date: Nov 2001
Location: Grand Junction CO USA
Posts: 683
Another aspect of this is the time thing. Promise them the job in say 5 days, but call them on the 3rd or 4th day with the job done. At the very least never promise them 5 days and then not get it done till the 8th or 9th day!
Mike
Reply With Quote top
  #5  
Old 09-10-2002, 06:05 PM
G. Couch's Avatar
G. Couch G. Couch is offline
Senior Member
 
Join Date: Jan 2002
Location: Raleigh, NC
Posts: 951
Quote:
Originally posted by Mike
Promise them the job in say 5 days, but call them on the 3rd or 4th day with the job done.
Yeah, but then they expect it in 3 days every time!
Reply With Quote top
  #6  
Old 09-11-2002, 11:04 PM
Doug Nelson's Avatar
Doug Nelson Doug Nelson is offline
Janitor
 
Join Date: Aug 2001
Posts: 7,068
Blog Entries: 21
I got my semi-monthly pipe tobacco shipment today, which reminded me that they'll occasionally throw in a freebie. I've gotten free tobacco samples, and last time it was a pocketknife/keychain dealy. Did it affect my opinion of them? Well, it got me to pass their url along (www.cupojoes.com).

Another thing, the psychologist Skinner discovered that intermittent rewards are more effective than consistent rewards. Which is probably why there was nothing free in today's shipment.
Reply With Quote top
  #7  
Old 09-16-2002, 08:38 AM
Photo Grafix's Avatar
Photo Grafix Photo Grafix is offline
Member
 
Join Date: Aug 2002
Location: Evanston, IL
Posts: 42
Thumbs down

These are great ideas! The cookie thing is simple and quite inexpensive!

Here's my story: Last summer, I browsed the web for interesting genealogy books and found "In Search of Our Ancestors." Published by Adams Media, it was a companion to a PBS series and full of 101 one- and two-page stories of folks who discovered things about their family heritage. It covered various ethnic groups and was well-designed.

I was able to purchase the book for about 50% off the cover price for 20 copies.

For every consumer (restoration) job, I included the book at no charge with "A Gift from Photo Grafix..." label stuck inside the cover. The customer really liked the surprise. I have since cleared out all the books with orders and have purchased a different title by a local author with which I will do the same.

I too enjoy including extra prints. Sometimes I feel like the "Ginsu" man who would give all these extra things--one on top of the other--making the value grow. Seeing the customer happy with my work and then the extra things really makes my day.

Many people thing you're crazy to "give" things away. They just don't understand the law of increasing returns. As demonstrated by everyone else's posts, you get plenty for giving. It evident in planting a seed. I bought a packed of lettuce seed, planted it, let one plant flower and go to seed. Now I have 10 times the amount of seed I started with and then some!

As a new generation retoucher, one of my pillars is goodwill and charity. No one has ever "ripped" me off or taken advantage of my efforts. Maybe it's my attitude. I just believe that no one can ruin my goals and achievements. I share and learn by sharing.

Sorry for preaching!

ERIC
www.abetterreality.net
Reply With Quote top
  #8  
Old 10-14-2002, 05:05 AM
Aric's Avatar
Aric Aric is offline
Member
 
Join Date: Jul 2002
Location: Houston, Texas
Posts: 72
At the time of order completion, we give our custtomers a digital file of their image at no charge. No cost to us other than time and our internet connection.
Reply With Quote top
  #9  
Old 06-03-2005, 02:53 PM
Doug Nelson's Avatar
Doug Nelson Doug Nelson is offline
Janitor
 
Join Date: Aug 2001
Posts: 7,068
Blog Entries: 21
I just received a shipment of microphone cables, and in the box were a handful of tootsie rolls and sweet-tarts. No doubt that's how the company got it's name http://www.sweetwater.com
Reply With Quote top
  #10  
Old 06-03-2005, 02:59 PM
Doug Nelson's Avatar
Doug Nelson Doug Nelson is offline
Janitor
 
Join Date: Aug 2001
Posts: 7,068
Blog Entries: 21
Oh, cool! I didn't even notice this, I thought it was a catalog or something, but they threw in an industry magazine. It probably cost them nothing (free advertising for the magazine company) but would have cost me $5.99. I'm liking this company (Sweetwater), and will give them more business. Too bad they don't do anything photo-related.
Reply With Quote top
Reply

  RetouchPRO > Business > Work/Jobs


Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is Off
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off


Similar Threads
Thread Thread Starter Forum Replies Last Post
Chuckle for the day (jokes/humourous tales here please) jeaniesa Salon 391 11-26-2006 02:33 AM
Customer Satisfaction Zarxrax Work/Jobs 10 06-02-2005 11:31 AM
Customer Feedback Vikki Photo Restoration 2 03-29-2004 09:58 AM
How much does customer support mean? Ed_L Salon 9 01-19-2003 09:48 AM
Caring for customer originals Jim Conway Work/Jobs 2 02-07-2002 06:08 PM


All times are GMT -6. The time now is 06:36 PM.


Powered by vBulletin® Version 3.8.4
Copyright ©2000 - 2017, Jelsoft Enterprises Ltd.
SEO by vBSEO ©2011, Crawlability, Inc.
Copyright © 2016 Doug Nelson. All Rights Reserved