Episode 2

How this *one small thing* broke my loyalty to this company

Jul 1, 2020 | Podcast Episodes


Why I won’t be buying anymore client gifts from Society6 even though I love what they stand for.


Kai Hernandez | The Client Delight™ Expert

About This EpisOde


If you don’t know about Society6 they are an incredible company helping independent artists get their artwork out there in a way that we can easily purchase and support them. I can follow artists that I love, and fill my home with posters, mugs, etc. that really mean something to me, but that may not be that mainstream to find at say Target.

BUT, let me tell you how disappointed I was after after two clients received their welcome gift from Society6

So here’s what happened…
I found this mug that I knew would really hit home for my clients, and would make an incredible welcome gift after investing with me. I even ordered one for myself to check out the quality, shipping, just overall experience for myself (which is what I do for *any* gift I am going to send my clients)

I even tested that the mug wouldn’t get too hot to hold after microwaving a drink and that the design held up to dishwashing (I go all out haha)

But I had not considered one little thing, which I really didn’t think would be such a big problem because it is just so standard…

So I sent it out to a few people I work with and I told them to expect something in the mail from me… and both came back with a picture of them mug asking “is this from you? There was no note”

Major facepalm moment!

Society6 I know you can do such better work than this.

If you are going to give me the option to include a gift note, then you’ve got to include it!
It doesn’t seem like a one-time error and because of it, I can’t trust that my welcome gift will arrive to my clients providing the experience the *feeling* that I want to give them.

Here are your takeaways Society6.

All you have to do is this…
-ensure that if a gift note is offered, that it makes it in there.

Especially being a platform that really lends itself to giving very custom and personalized, meaningful gifts because there is just such a variety of content and artists who really speak to people in a unique way.

You have to ensure that your packaging department is delivering on that “open the box” experience.

Here’s what’s missing from the Client Delight™ Framework.
-Delivering what I expected to my clients and what was promised
-excitement wasn’t there, they were confused since it was a gift with no note

Once they have all 8 pieces in place, they’ll be good to go.

This is what I do with my clients, if you want to check it out go to ClientDelightFramework.com

Your Takeaways:

Here’s what you can implement into your business right now:
-if you are offering anything additional to your clients, you need to be able to deliver on it at 100% because loyalty is the biggest predictor of future success, and by not delivering what I ordered at 100% my loyalty was broken.

→ think about this, the entire order was *spot on* I thought the gift note was so obvious and standard that I didn’t even need to run my own check for it…. But it wasn’t there, and because of that, I can no longer trust that company to fulfill the need that I have of delivering incredible welcome gift experiences.

“Loyalty is the biggest predictor of future success, in *any* business.”


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