Jimmy Kim bought an L-shaped desk from Uplift Desk and asked support if he could split it into two separate desks. They sent detailed instructions and a parts list. The friendly exchange made him buy extra components for a few hundred dollars more, turning one support ticket into a repeat sale.
I want to separate the L and I want to use both as desks. And I had no idea if you could do that. So I contacted this company I work with, the company that I bought this from, Uplift Desk, and they literally proactively— and all I did was hit reply to an email they had and they did a good job here. They sent me all the parts that I need to order from them in order to convert these into 2 separate desks. I thought that was brilliant ultimately. And that really is the resolution that comes into place. That's a perfect example of conversational problem resolution. I had a problem with the product. I'm an existing customer that probably wasn't going to buy much from you guys in the future just because I already have the main item, but because you guys continued to send me emails that felt good, that I like to read, I literally had a support interaction, which is going to ultimately get me to spend another couple hundred dollars with your company, creating long-term value. I think it turns that conversation to opportunity, which I love. Subscribe to the pod.
