The Tantalizing Tale of Triscuits

So, what’s excellent customer service?

What makes a customer feel like they’re more than just someone who pays for product and/or service? And why it is important to go above and beyond to offer customer service?

Lots of challenging questions but if you want some insight into how one company provides top-notch customer service, check out the Tale of Triscuits being sent to Fiji.

Go ahead, and read the blog post but here’s the short version.

Toronto-based Freshbooks, which is headed up by my friend, Michael McDerment, writes a blog post about Cracked Pepper and Olive Oil Triscuit. One of its customers, Oceanic in Fiji, leaves a half-in-jest comment about how Freshbooks should stop talking about food that aren’t available in other parts of the world.

The next thing Oceanic knows, there are two boxes of Cracked Pepper and Olive Oil Triscuits on his desk - airmailed by Freshbooks from Canada.

Boom. Freshbooks has a “customer for life” by making a simple and nice gesture.

Moral of the story: Triscuits are a great way to make friends around the world….and a little bit of customer service love can go a long way.

Update: It’s not often that ML2 gets to scoop Read/WriteWeb but sometimes blind chickens do find a piece of corn. Check out RWW’s post on Freshbooks and the Tale of the Triscuits.

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