12 November 2018 | 8 Comments
Last week I overheard something inspiring at a restaurant.
I was enjoyed fried chicken and a biscuit at Grace Meat + Three here in St. Louis. While I was eating, I heard someone approach the table behind me and say to the guests there, “Hey guys, I noticed that your meal may have taken longer than it should have. Everything okay?”
I turned around to see that it was the owner of the restaurant. The two men he was speaking already had their food on the table, so the owner wasn’t addressing a current issue–he was openly admitting that the food may have been a bit late. The guests said that they hadn’t even noticed.
This brief exchange has really stuck with me. It spoke volumes about the level of quality Grace strives to achieve. I particularly admire that the owner had something specific to ask the guests (instead of just asking, “How’s the food?”).
I’ve been trying to figure out what I learn from the experience, and I think I have it: Back when I was on Kickstarter, I would send project updates after rewards were delivered to check in with backers, mention any concerns, and provide some (hopefully) helpful information. My sense is that this was reassuring to backers–I didn’t stop caring about them just because they had their rewards in hand.
However, I haven’t really done this for my various post-Kickstarter product releases. Sure, I’m available to answer questions and address issues on social media and via e-mail, but that’s reactive service, not proactive.
So I’ve decided to take up this practice again. Whenever we release a new product, after the initial wave of pre-orders have been delivered, I’m going to reach out to those customers to check in with them, offer some insights about getting started, and mention any concerns/solutions.
I can’t offer anything quite as delicious as Grace’s fried chicken, but hopefully I can provide the comfort and security conveyed by proactive post-delivery customer service.
I’m sure you’ve seen other creators, entrepreneurs, and business owners do this–do you have any memorable examples?
- Kickstarter Lesson #18: Project Updates
- Kickstarter Lesson #72: The 10 Elements of Great Customer Service for a Kickstarter Creator
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