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In the truth is stranger than fiction category comes this story of a client who decided that toilet paper was REMARKABLE.
Yes, you read that correctly.
I was at my wonderful client, Pinstripe’s offices and we were in the middle of a Client Touchpoint Assessment.
As part of the exercise, we were doing some “touchpoint awareness building,” driving home the point that there are thousands of these interactions with a client that can either be boring or remarkable.
During the session, Michelle shared a story about their client, Kate (name changed).
Kate was visiting their offices and, apparently, excused herself from a meeting to go to the bathroom.
When she returned, she was overjoyed.
Why?
“You guys have the best toilet paper of anybody!”
Apparently, the Quilted Northern was a winner…and a wonderful touchpoint (sorry, had to throw that in there!)
In other words, it was Remarkable.
It’s built the relationship between Kate and her RPO provider, Pinstripe and become a great example of how you never know which detail will give a client a reason to make a remark about you.
What’s the ROI on buying Quilted Northern vs. a generic, lower-priced brand?
Upfront, it is hard to say.
After the fact…HUGE. (i.e., a story that motivates an entire company of 150 people, a excited customer, and a blog post from me…ok, maybe that last one isn’t so great, but you get the idea.)
And these types of small bets are exactly what sit at the core of Dandelion Marketing.
You can rest assured that when Kate comes to town, the team double checks that there is plenty of Quilted Northern in the Ladies’ Room!
My free consulting to Pinstripe? Send her a case of it ;-)
Note: In case you are wondering, yes, this WHOLE post has been pre-reviewed by both Pinstripe and Kate-talk about a Raving Fan, eh?).
