Yesterday was my daughter’s first day of pre-school. To calm frazzled nerves, the teacher handed my wife a little ziplock bag containing a cotton ball, tea bag and tissue. The attached note read:
“Dear Preschool Parents
Here’s a little gift for you as you leave your precious one with us on the first day of school. As you hold this cotton ball in your hand, the softness will help you to remember the gentle spirit of your child. After you’ve gone home and dried your tears, make yourself a cup of hot tea. Put up your feet and relax. Remember, together we will work with your child to be the best that they can be.
Thank you for entrusting your child to us for the coming school year. We will do our best every day to be your child’s guide in learning and exploring this bright, new world they’ve just stepped into.”
My daughter’s preschool gets it.
It understands that every parent feels anxious about their child’s first day of preschool – a day that signals a new phase of independence in your child’s life. And my daughter’s teacher took the initiative to put parent’s minds at ease with a tiny little gesture of reassurance. Mom didn’t shed a tear, and dad was thankful he wasn’t used as a human hanky. Now that’s smart. Very smart.
What better way to make parents feel at ease, build trust and drive word-of-mouth?
It’s an excellent example of Personal Experience Factor (PEF). Your PEF is the degree to which you delight your customers with:
- Availability of products and services
- Aisle width
- Cleanliness of the lobby or showroom
- Helpfulness and expertise of your staff
- Convenient return policies, etc.
Have you come across examples of first-rate PEF? Add a comment below, I’d love to hear about it.
Tue, Sep 29, 2009
Customer Experience