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A big thank you

Saying thank you with Champagne

We’re all feeling in good spirits this week. No, we haven’t won a large new piece of business and neither has the Haribo supply been topped up – that happens on Monday. No, the reason for our good humour is that we’ve been inundated with positive client feedback. You’d be surprised what a difference it makes to morale.
If a client is paying you to help them plan and deliver their campaigns, there is rightly an expectation that you should do that well. And I’d like to think that BURN’s delivery is better than most. In all honesty, the fact that we retain clients for a long time and generate most of our business through referral is reward enough. However, it doesn’t detract from the fact that a well timed pat on the back for exceptional performance is the icing on the cake.

The week started with a client asking us to provide them with some ideas for a new launch. We knocked our heads together and came up with some really interesting concepts for their consideration. The response: an email from the client talking about the ‘brilliance’ of the work we’d delivered.

On Tuesday, we hosted a planning meeting with another client. I think everyone entered the room wondering how we could come up with any new initiatives that would improve on what was currently being done. 3 hours later, there were a number of potentially step-changing thoughts on the table. Kindly the client went out of their way to recognise this publically with a ‘thank you’ tweet.

Thank you tweet

Finally on Thursday, one of our account teams was taken aback to receive a bottle of Champagne from a third client in recognition of the work they’d done to ensure their campaign was delivered on time and budget against tough timelines.

As I say, it’s not that we expect thanks all the time – we’re paid to supply a service after all. But it genuinely puts a spring in your step when clients go beyond the call of duty to recognise your input. So, thank you.

2 Comments

  1. Tim Carbol on October 5, 2012 at 4:06 pm

    Great Job! There are many companies that struggle with customer services. You guys go beyond expectations.



  2. Guy on October 5, 2012 at 4:49 pm

    Thanks Tim. Your kind words are appreciated!