When it comes to running a business, brand reputation and overall experience are as important as the product itself. A donut may be a 10/10, but if the service and experience are poor, that can almost be more memorable than the taste.
In the case of our quest, we look beyond the donut itself and towards the experience and service that comes along with each store and location. Earlier this year, I was on a trek through the Eastern Hemisphere and made sure to stop for donuts at every city along the way. When I arrived in Seoul, South Korea, I found a shop called Old Ferry Donuts. Their aesthetics were sharp, clean, and modern and their donuts were large, yeast-filled concoctions of pure bliss (I had a tiramisu and a peanut butter on my visit which you can see at the top of this post). For a token of my travels, I looked to see if the shop had anything for sale that I could take home and when I saw the staff all had on matching shirts, I asked if one was available for purchase. Unfortunately they were sold out so I settled for a tote bag instead. As I was leaving, a woman ran up to me and handed me one of their branded take-away boxes and some of their stickers as a sign of gratitude and as an apology for not having what I actually wanted to buy. It was such a kind gesture that made me feel excited and acknowledged as a customer who had traveled a long way to their store. I followed their Instagram account and still like their photos with a fond memory of their delicious donuts and cheery customer service.
Recently, I saw a post that showed their shirts had once again become available for sale. I messaged them on Instagram and asked if they would be able to mail one to me in New York. They told me that the shirts would be available soon and if I reached back out in a month, I could order one. I thanked them and told them about my visit earlier in the winter and much to my surprise they replied to let me know they remembered me and would let me know when they were ready for shipping. I sent them my name and address and when the shirts were ready, I got a package in the mail. As if that wasn’t enough, the package not only had the shirt, but more stickers, and a hand-held fan with their custom artwork.
Over the years, I’ve learned a lot from Jason on how to deliver world class customer support, but a lot of it comes down to his motto of “service wins.” A brand can totally capture and retain loyal customers through effective service with human touches. The odds of me being back in Seoul to visit Old Ferry Donuts any time soon are rather low, but I check their social media frequently and only have the best memories and feelings towards their staff and their business. I’ll be a fan of theirs for life and do my best to replicate this moment and quality interaction in my job for years to come.