Wufoo and the art of customer service

In this day and age it’s so easy to find something to grumble about with regards to customer service, that when a service you use regularly goes above and beyond it just makes your day. This week amongst the usual pile o spam was a hand written envelope from Wufoo. Now, my first thought was oh some usual company spam enclosed then. However on opening it I found a handmade card with a cute rhino sticker on the front saying thank you for using them as a service. Not only was the card handmade it also was hand written (I have trouble racking my brains to think when a company last hand wrote to me).

My first words were ‘wow’. Ok, it may be an indication of how mundane my week was at that point that such a thing did make me go wow. All joking aside, to see a service actually taking the time to send a thank you card with nothing more than a nice message from ‘Tim the developer’ saying thanks for using their service; well it’s a rare thing indeed.

Going beyond expectations

My usual expectation of a service is that it works, plain and simply anything above that I usually don’t bother to wish would happen as often it’s just not worth it. We’d all like to feel we’re a valued customer but in this faceless day and age that doesn’t happen very much. Just like everyone else I usually settle for the service billing me correctly and not breaking down. It’s like we’ve all become desensitised to bad customer service. Even when things do break the margin we ‘grin and bear’ things about is just plain huge. The glee that I felt from this card from wufoo really only goes to show that in business if you do bother to go the extra mile you stand out a mile.

Cynical head on but not winning

I can hear a few cynical voices and one of them is in my head at this point about how this is a clever marketing ploy. You know what, I don’t really care if it is. The warm fuzzy little feeling I got from this hand made rhino sticker card is a rare thing in this world. If their service was bad then maybe yes I would have more of a hmmm marketing alarm going off. Wufoo though has always been a great service for me and this kind of personal touch tops off a great experience with them. It’s all too common to get treated like a number and not being treated that way really brightened me up. Wufoo’s approach should be taken by far more services. It is just nice to feel wanted by a service for once.

Final word to wufoo

I’d like to thank Tim and the team at wufoo for the card and undeniably flawless service they have given me over while now I’ve used them. In the note it said:

Users like you helps us achieve our dreams and we won’t ever forget that.

Well, wufoo I won’t ever forget the fact that you sent me the card and actually bothered compared to the numerous services I use that quite frankly couldn’t give a fluff if I used them or not. Yay to wufoo.