I just have to tell you this. I’m so happy, and surprised. And it’s all because of UPS (United Parcel Service). I’m not sure, but I think it’s the first time I have ever received a package from UPS (I live in Norway, and I don’t order a lot of things).
The text message
It all started with a text message early this morning. The text message was from the driver. He just wanted to ask me if I was home today, or if I wanted the package delivered somewhere else or at a specific time.
I sent him a text message saying that I was home, and at the same time I asked him when he would be arriving at my house. He said around 1 pm. That was it. Perfect communication, it was all I needed to know.
I haven’t told you this, but I ordered a Kindle on friday. I ordered it from Amazon, and immediately I received a message that it would be delivered on April 13. I didn’t think much about it, other than that I thought it was fast delivery (5 days).
I live in Norway, and I am not used to fast delivery from the US.
I didn’t believe my eyes when I saw the text message from the UPS driver. He was coming to my house today, two days earlier than what Amazon told me (my Kindle arrived at my house after only 3 days). I was thrilled. Immediately, I was thinking about Zappos and delivering happiness.
What marketing is all about
To me, customer service is the really important part of marketing. I am talking about doing the little extra for the customers. The driver from UPS was a very nice man, and he communicated with me in a brilliant way, and I received my Kindle two days earlier. It was perfect, and exactly what marketing is all about.
On the other hand, I didn’t need my Kindle two days earlier, but it made me really really happy. So, thank you UPS.