I’ve long been a fan with Inc Magazine because they do a great job speaking straight to the heart of entrepreneurs. It was with great delight that I read their article “Love is all you need. (Plus maybe a blog, Twitter, and an 800 number.)” which is all about FreshBooks’ passion for service.
The article is an account of Howard Greenstein’s experience watching Saul make a presentation last week in Boston that Saul has dubbed, “How to make love to your customers…using Social Media”.
Here’s a choice quote from Saul:
“Making love to customers is not a campaign, but a lifestyle,” says Saul in his talk. What does he mean? “Making love to your customers is not something that you can do for a certain amount of time–it is a company commitment. You can’t run this like an ad campaign–customers will sense when it is over and leave you. Over-exceeding expectations means treating your customers better than any other company relationship your customer has ever had.” This is something the Nordstrom executive or manager at the Four Seasons would smile knowingly and nod at.
Beyond being featured by Howard in Inc, being mentioned in the same breath as Nordstrom and Four Seasons is an incredible honour for the team here at FreshBooks as they are two of the companies who have inspired FreshBooks’ approach to service from the beginning.
You can read the article here.
Howard, thank you for the lovely write up.
Saul, you’re a love machine.