Certain Habits

I was reminded last night how little it takes sometimes to create a positive customer experience. I made a small impulse buy on eBay, paid, and thought nothing of it.

This morning, this email was in my inbox:

Hi Matt! Thanks for your quick payment and I have already packed this, printed the label and it will be headed towards Michigan in the morning. Have a great week and you should get this in the next several days.

It’s a pretty simple email, but at the end of the two lines, I know exactly what’s happened and when I should expect to get the package. I’ve been thanked. And the author’s casual tone, greeting, use of “I”, and the concrete verbs leave me with both a sense of dealing with a real person, one who is both personable and professional.

You could certainly do worse. And most companies do.