The Power of Excellent Customer Service

This is a cross post from my blog, "Online Community Strategist"

Less than 24 hours after creating a Freshbooks
Account to bill for a recent consultation and presentation, I received
a follow up call from Jon Spenceley. It was the best 15 minutes of my
morning and I can’t say that I’ve had a better customer service
experience.

The call was
unexpected but completely sincere. Jon seemed genuinely interested in
my work and helping me succeed with their software. I ended up asking
several questions and he provided honest answers. He didn’t try to up
sell me to a paid account and even shared that the paid account
wouldn’t do much else for me other than allow me to have more clients
in the database.

He could have easily lied about that, but he didn’t. You see, after talking to Jon I WANTED to upgrade even though I don’t need to at this very moment.

But when I do, who do you think I’ll call? I
was so impressed by Jon’s follow up email which came 10 minutes after
our conversation, that I asked his permission to share it in This post.
Notice how he makes it all about me and even reveals how he was
listening to pretty much everything I said during the call. I mean come
on, he even mentioned my book!

Here it is in its entirety:

Hi Angela!

Thank you for taking the time to talk to me about your business. It was really great to learn more about your new freelance work,
and congratulations again on publishing your book! I think it’s
fantastic that you’re starting out to make some money on the things you
enjoy doing, and I wish you the best of business, and a whole lot of
new clients coming your way!

As I said on the phone, my job here at FreshBooks is something
of a work-flow consultant (boring title, awesome fun job). If you have
any questions on how FreshBooks works, what features may be interesting
to you, or how FreshBooks can fit with your business, please feel free
to let me know. I will also be happy to give you a discount on a paid
package when you reach the point that you need to upgrade, because I
think people who take the time to talk to me about their business are
awesome.

If you need anything, you can reach me directly at 1-866-303-6061 (ask for Jon), or by emailing me at jon-at-freshbooks-dot-com.

Thank you very much for taking the time to tell me about your
business. I really appreciate you checking out FreshBooks, and I hope
you have a fantastic day! Thanks again for the Tweet!

- Jon Spenceley

Isn’t Jon fabulous?

You can read more on community buidling at Onlien Community Strategist and in my new book, "18 Rules of Community Engagement: A Guide for Building relationships and Connecting with Customers Online."