Many years ago, while attending a marketing conference, the presenter asked:

“What differentiates you from your competition?”

A simple question on the surface of things but he added a rule:

“Your answer can’t include any reference to customer service”

Why? Because, as he so rightly pointed out, don’t all companies say their customer service is good? More importantly what’s the alternative? Shouldn’t it be good no matter what? After all, no one starts a business and says “You know, I really don’t care about what our customers say about us, as long as they give us money!”

We all strive to achieve higher than average customer service but of course we all make mistakes. And, unfortunately, people are always too keen to point out those mistakes. It’s why I was so happy to receive the following letter in the mail. And importantly it came in a hand-written envelope with a hand written card. This is how to send a testimonial!

So “thank you!” to Toronto based Colby Bayne and Leila Brewster and of course “thank you!” to Julie who doesn’t talk about providing great customer service, she just does it 🙂