I ordered two t-shirts from a local Australian business.
Only one arrived.
You can imagine the irritation.
Not only would I have to wait even longer for the second, Iโd also have to chase them down to work out what went wrong.
But then I noticed the bright orange message on the packaging:
โWe need feedback to complete your order. We know you ordered more Tees, but before we make the rest we need you to confirm or alter your fit on this first one so we can be sure itโs perfect.โ
Ah. That explained it.
This wasnโt an inconvenience theyโd caused โ it was their commitment to making a product that actually fit me.
Could they have told me upfront that only one item would arrive? Yes.
But the way they explained it was as carefully crafted as the t-shirt itself.
There was a consistency of quality and care โ for their customer and the environment โ that made their brand feel more trustworthy.
So hereโs the question: in your business, are the messages you send strengthening the relationship, or are they just an afterthought that does the bare minimum?
I can help you get them right, if you want?
๐ If you found this interesting, let me know! Buy me a virtual coffee โ or forward this email โ๏ธ to someone who also might like it. Your occasional support means I can keep sharing ideas about behavioural science for free.
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