The single most difficult thing to copy is exceptional customer service.
We live in a world where we are spoilt for choice, value and convenience, and the same cannot be said for good old fashioned, personalised customer service. The best performing retailers and service organisations understand that true growth occurs because their customers love doing business with them and sing their praises to neighbours, friends and colleagues. This is the only kind of growth that can be sustained over the long term. A face to face visit with your patient is the ideal time to create a WOW experience which generates positive word of mouth, patient loyalty and repeat visits.
ProWOW Experience in Long Island, New Jersey, USA
An inspiring WOW story out of the US comes to us by way of a young man with Down Syndrome on a mission to “spread happiness through socks”. That’s right, socks.
John Lee Cronin is a 21-year-old from Long Island, New Jersey who like many young students had no idea what he wanted to do with his life after graduation. All he knew is that he wanted to do something fun, creative and that he loved. Answer? Crazy socks! John loved to express himself and his mood through fun and funky socks. So, in November 2016 John and his dad Mark decided to set up “John’s Crazy Socks” and launched their website one month later on 9 December. They operate a pick-and-pack warehouse that distributes socks made by other companies. Since December 2016, they have shipped over 42,000 orders and brought in $1.7 million in revenue. If that isn’t enough to make you say WOW, just wait…
John describes his business as “a business built on love” and they built the business on four pillars: socks, fast and personal shipping, giving back and proving what’s possible. The company offers over 1,200 types of socks so that everyone can find something that makes them happy. They ship same day and every package includes a thank you note from John and some candy. 5% of their profits go to the Special Olympics, and they design special socks for other causes such as Autism. $2 from each of those socks go to local or national organisations. Finally, they prove what’s possible. That a 21-year-old man with disabilities and every challenge ahead of him, can start a company that brings so much joy to so many people by doing simple things every day.
I think if more businesses ran on the same values and principals as John’s Crazy Socks, there would be many more successful businesses out there. As their website states, “It is that simple: we treat people the way we want to be treated. That means pay attention, treat people with respect and dignity, be transparent and honest. The better we treat you, the better we serve you, the more successful our business will be”.
To continue being inspired by John and Mark, go to their website here: John’s Crazy Socks.
Image courtesy of: https://johnscrazysocks.com
