Imagine creating a delivery notification email that actually makes your customers SMILE and enthusiastically TALK about your product before they even receive it? That’s how I felt when I ordered and received a Sky Mat anti fatigue floor mat for my office. Here’s what it looked like when I opened the very large box it came in.

Why I bought this product

For 2016, I’ve decided to stand whenever I give webinars and conduct coaching calls. I find the physiology of standing versus sitting enhances my vocal awareness, increases my energy, reduces my distraction, and boosts my confidence. I ordered The Stand Steady Standing Desk after reading all the positive customer reviews on Amazon and watching a video from the founder of the Stand Steady Standing Desk, Day Martin, who created this product for herself after being in a car accident. One of the accessories that Amazon recommended after I placed my order for the Stand Steady Standing Desk was the Sky Mat floor mat. Seemed like it might help me, so I ordered it as well. Not knowing this brand or this product category before this moment, I wasn’t expecting too much.

How they won me over

The Sky Mats company sent me this hysterical email letting me know that the package will soon arrive. Check out the creative and personality-filled brand messaging I received via email. That same day, a huge box arrived with the product. It was a 1-2 punch that got me talking to others about this out-of-the-ordinary consumer experience.

I couldn’t wait to get my feet on it. Ohhh. it feels so good on my stocking feet. I think I’ll reorganize my office to showcase my new Sky Mat!

Have some fun with your customers

Please enjoy reading this email sent to me by the co-owner of Sky Mat. It made me laugh out loud. I shared it with my husband. Then I shared it on Facebook. Then I photographed the product. Then I wrote this blog about the product.

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Howdy,

Your midnight black Sky Mat has just completed the white glove packaging ceremony,

Our 12 person inspection team gave their final approval,
and our in house Tibetan monk blessed eternal happiness to its owner
as we all waved goodbye to the mailman speedily bringing it to your doorstep.
Countless people have been involved in the design,
sourcing the raw materials, manufacturing, packaging,
shipping, marketing, and support of this product.
If it doesn’t live up to your highest hopes let us know,
and once we stop crying, we will make sure you are 100% satisfied.
Assuming you love it, would you like to help
someone else be just as happy?
All you have to do is leave an honest review on Amazon. You depend
on reviews all the time to make wise decisions so be kind
and pay it forward and help someone else be as smart as you wink emoticon
When you are ready, please click on this link to leave your review
Until then we will just be checking our computers every 30 seconds,
like geeky teenagers in love, desperately hoping you like us.

As a preemptive thank you, in about 1 week
I will send you a promo code for 10% off
all of our other awesome products.

Again, thank you so much for joining our customer hall of fame.
-Michael Tecku
(Co-Owner)

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How could you enhance your customer communication to have positive word-of-mouth?

Think about all the touch points that your product/service has with your customers. From your web site, to your brochures, hang tags, packing slips, invoicing, contracts, customer service line, chat line, shipping boxes, instruction manual, merchandising display, newsletters, etc. You have so many opportunities to delight your customers. But you assume that they won’t read it and won’t care about it anyway. So you do what’s expected and no more.

I invite you to take a risk and attempt to surprise and delight your customers. Make it your goal to not only satisfy them, but also to make them smile, make them laugh out loud, make their day brighter. In doing so, your product or service will create an emotional connection with your customers. You will create more joy in their lives. And when they put their feet on your product or service, they will remember how you made them feel. You will be so much more than a floor mat!