Carolyn Nolte, Customer Service Manager at Footshox, a company that sells insoles and shoe inserts, understands what it takes to seriously impress customers.
I wanted to buy insoles as a promotional give-away for SMX Advanced. She answered me by email telling me what the rate would be for a bulk order. Then when I wanted to followup by phone, I couldn’t, because they’ve got some kind of US-only phone number. So she called me to followup.
When it turned out that I couldn’t buy as many insoles as I expected, she still remained polite and explained to me what their pricing would be etc. As it turned out, I bought a few more insoles than my low estimate, though still less than the initial estimate.
In my note, I mentioned that I needed the insoles by a certain date. Yet my order was precariously close to the date.
At no extra cost to me, Carolyn upgraded the (very affordable and probably not marked-up) shipping to be expedited to insure I got the insoles in time. And then she threw in 4 more pairs of insoles, too!
I can’t tell you what a great feeling it was to have the insoles with me during my SMX presentation, and get a hearty laugh out of the room when I showed them my schwag. And furthermore, it built on my relationships with the great folks at SEOmoz and others in the industry.
Much thanks to Footshox Insoles that help you prevent foot pain, etc. I bought the 3/4 length men’s dress insoles and full size women’s dress insoles. For future reference though, I’d recommend full-length shoe inserts, since the 3/4 ones shift around, especially on hilly terrain like Seattle’s.
p.s. To clarify: Footshox are not a client. I just really liked their customer service and insoles.fun, People