A new customer ordered a kit with multiple products included. I texted her a welcome note, invited her to the FB community group, per normal using our welcome campaign.
When her kit arrived, she realized the two products were completely missing. I asked her to move around the packaging to double check because sometimes it could end up below materials. She said she checked everywhere and they were indeed missing.
I told her the best thing to do is to contact Customer Service and gave her the phone number. I checked up with her after a couple days and she said she hadn’t had a chance to call but would soon (great to check up to know that you care how it’s going).
After she called CS, she sent this message:
“I got through to customer service and they were SO nice! They don’t have one of the products in stock so they are sending me a larger size of it and explained how I can make it into a DIY. What generosity and kindness! Im feeling like I made a great choice with this company. Happy Friday!”
Following up with your customers builds trust from the very beginning. It shows them that you’re paying attention, that you care about their experience, and that you’re there to support them every step of the way. Even a simple “just checking in” can turn a frustrating moment into a great impression—like this one, where a missing item turned into a moment of surprise and delight, all because someone followed up.
My Go-To Texting Platform
If you’ve ever wanted a better way to stay connected with your customers — without spending hours glued to your phone — I highly recommend checking out Project Broadcast. It’s a simple, yet powerful platform that helps me send texts, automate follow-ups, share helpful content, and even build quick landing pages when needed. What I love most is how easy it is to use while still letting me sound like me. Whether I’m sending a one-time update or running a full campaign, it helps me keep communication flowing and genuine.
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