Kvällsposten-salesgirl, part II
by Jens Ode on oktober 13, 2009
I recently published a post regarding the brilliant move by our Kvällsposten-salesgirl. Before she took a couple of weeks off from selling the newspaper by going door-to-door, she left a note in each mailbox telling that she would be on a break and mentioned why an what she was going to do. As I stated in the previous post this was brilliant because it created a perfect customer-supplier communication on a personal level – something that every major brand tries to achieve in todays social media frenzy. At the end of my post I left a hook to Kvällsposten where I asked them to give this girl a well-deserved bonus for this initiative.
Yesterday I received a note from Max Hägglöf, manager of the organization that distributes Kvällsposten through youths, telling me that he was glad that she took good care of her customers and asked for more information in order to give her that bonus. Naturally I ran a check on him online to establish that he truly was the manager, and then gave her first name and the city (always tread careful when minors are involved, especially online). Today I got a new message from Max who had been in contact with the local management sales team. They told us that she will get that bonus (I know what it is but I won’t spoil the surprise for her) and a huge amount of appraisal.
There are several good things to learn from this story:
1. Never be afraid of trying your ideas.
2. Interacting with your customers and engaging in a dialog is very good.
3. Personalizing your communication is also very good.
4. Kvällsposten did an excellent work of tracking down the mention of their brand name fast and distributing the task to the correct person. Check your brand online – it may be very good for you.
5. Kvällsposten acted splendidly and decided – correctly – to reward her for a splendid initiative.
6. Never ever underestimate anyone based on age or gender. This 13-year old girl ripped many senior managers to pieces when it comes to understanding person-to-person relationship and customer-centric thinking.
Well done Kvällsposten-salesgirl and well done Kvällsposten!
The previous post: I salute you Kvällsposten-salesgirl!
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