Last night while I was updating my status on Twitter, I read a message about someone who will spend more money if they get great customer service.  This is my belief too, in a society now that is all about cheap, easy and "don't bother me" attitude, I want great customer service!

I have loved retail my entire life, one of the things I enjoy most is great customer service.  I thoroughly enjoy when a business owner or employee try to find out exactly what I want and helps me to find it and even offers suggestions.

When I started Peacock Pottery I knew I had to find something to set my company apart from all of the other internet businesses selling Polish Pottery.  Since everyone purchases the pottery for approximately the same cost, competition on price isn't the answer.  Then I thought long and hard about what to do and great customer service was the answer. 

So how does an internet based business create that "warm and fuzzy" feeling in customers, while still watching their bottom line?  I think it has to do with making the buying experience a positive one and presentation of the product.  When I started Peacock Pottery, my first sales were right after Christmas, so I had left over tissue paper laying around and decided to gift wrap the items after they were bubble wrapped, enclosed a hand written Thank you card.  A few days later, I received an e-mail from that customer who was so excited to receive her "present".  She was thrilled that the package arrived and was beautifully wrapped.  This was the "light bulb" moment for me, so I scoured the clearance aisles at discount stores for tissue paper.  I then decided that everyone deserved a free gift with purchase, something small, but unexpected.  I didn't want the typical pen with Peacock Pottery written on it (although I do love getting free pens!), I wanted something that when a customer looked at it, they would think about us.  In the past, I have given away small Pottery magnets, keychains or hand painted wooden magnets and keychains that look like Polish nesting dolls.  This year, I am giving away reusable shopping bags with our logo.  Almost every package that goes out the door here is still gift wrapped for free with a gift and a Thank you card. 

I may not sell the most volume as compared to my competitors, but I have a loyal following that truly enjoys the extra special touches I add to each and every order from Peacock Pottery.  What sets your business apart from your competition?