Thursday, December 17, 2009

Pay it Forward - Everyone Loves a Compliment!

This week I received a lovely letter from a customer in Indianapolis. Her experience with LILL began when a friend, sporting a LILL bag, told her about my business. She loved the bag and checked out our website. She found that we offered home parties in her area and contacted our Indianapolis rep, Amy, to set up a party. She had a wonderful party experience (I'll share her words later in this post) and then attended a second event Amy hosted at a local salon. She has quickly become a LILL lover. I personally love the story of how she came to find out about LILL - through a friend with a bag she loved - and, how she came to get a few of her own - through a rep who loves what she does. It speaks directly to the essence of LILL and thus I truly appreciated that this customer wrote in about her experience. Receiving letters like this really make my day.

While I obviously loved the letter, the point of my blogging about it is that it reminded me how important it is to compliment others for things that you appreciate. I often find myself pleasantly surprised by service or products and think to myself "what a great experience" or "I love this product." I don't, however, take the time to tell the person behind that experience or product how much I appreciate their help or their product. For example - just yesterday, I was going through my favorite drive thru. (Yes, I am a fast food junky)! It is my favorite drive thru, not because of the food or speed of service, but because every time I go there the staff is just really friendly and nice. Working in fast food is difficult - but this staff is always so pleasant and happy. I think about this every time I go there, but I never compliment the service. I will next time.

And, as I think about it there are several other services and products that I love and this letter has inspired me to speak up about it. I plan to shoot off a few emails to other businesses that I love and hopefully make someone else's day. My little way of paying it forward...

Here is an excerpt from the letter I am writing about:

"The primary point of writing this letter is to tell you what an amazing team member you have in Amy (our Indy rep). She was wonderful to work with and helped me set up my party for about ten of my friends. When she came to my house she was professional and fun. She was wonderful in assisting all of the girls in finding what they truly wanted. The thing I liked most about Amy, was that she was the "anti" saleswoman. Never once did she try to force a bag on someone. She consistently said she wanted all of us to love what we designed and never forced anyone into a decision or a purchase. You could also tell that she loved what she was selling. She was able to show us so many examples of items that she had designed and used on a regular basis. My LILL purse party was one of the most fun things I have done with my friends and everyone was thrilled with their purchase. All in all, I want to thank you for creating LILL. I can not tell you enough how much I love your product and your staff. Not only have you created a wonderful product, but also a fun opportunity for people to get together and do something different. I have been to jewelry parties, Pampered Chef parties, Mary Kay parties and none of them come close to comparing with the fun my friends and I have had at the LILL parties."

Jen Velarde


Olive Tree Guitar Ensemble said...

Hi, it's a very great blog.
I could tell how much efforts you've taken on it.
Keep doing!

Decclo said...

love your stuff!

Mitzi Curi said...

I think writing a letter of appreciation is so much better than one of complaint, yet so many times we forget that and only want to send off a letter when we're angry. It's great to find out what customers think, and for them to take the time to write a letter really means your employee was doing a fabulous job!