I recently bought a new bass guitar from Sweetwater Sound, and loved the customer experience they provide.
I’ll walk you through some of the stuff they did to make my buying experience a good one, then share something fun that could work well for libraries.
Here are some of the things they do to make sure my experience buying stuff from them is a good one:
- When I sign up for an account, I’m assigned a specific “sales engineer.” That person calls after I buy something to make sure everything’s ok.
- My bass guitar was backordered, so Randy (the sales dude) called to let me know what was going on, and to share when my bass guitar would ship.
- Sweetwater does a 55-point inspection on all their guitars, from the pricey ones to some of the cheaper ones too (mine was a cheap one). Most online music stores don’t do that.
- They warned me to not open the box for 24 hours (via a sticker on the box), so the instrument could slowly acclimate to a warmer temperature (musical instruments can be picky that way).
- See the image with this post? When I opened the box, I was thanked for buying something, given a bag of candy, and provided with a hashtag to share what I bought on social media.
I’ve bought a TON of stuff online – probably you have too. This level of service is not normal, at least for a “big box” online music store. So … very nice customer experience!
How does this relate to libraries?
How often do we thank people for using our services? For checking stuff out …. For asking a question … for using one of our databases … for attending a class or event at the library?
Yes, mine was an online experience, so it’s easy enough to stuff something in a box before you ship it. But we have the opportunity to thank people in person, which can have a much greater impact than stuff tossed into a box (though the candy was … sweet!).
And I LOVE the idea of the #newgearday hashtag. That’s certainly something we can do. Does your library have a hashtag? If so … print out a bookmark or postcard that encourages people to share their #nextread or something like that.
And then share those photos on your website (here’s how Sweetwater shares some of the #newgearday images). Use them in promotions (and yes, get permission). It’s a really simple way to connect with your customers, and to let them share their joy of reading with your community (and a sneaky way to share them with you, too).