The Genius of Markus Reeves' Monday Minute Updates
Good communications are the essence of quality customer service. And if you’re a pedal maker with pre-orders and waiting lists and such - then it really matters that you can properly keep customers informed on what progress is being made and if there may be any perceived delays or kinks in the process.
With preorders in particular those customers will have been informed of a likely ETA initially - which alas often slips due to matters outside the builder’s control. It’s important to communicate any kind of delay or snag - and most would surely rather not be sending / answering dozens of individual emails and entry form queries. So a brief Monday morning update of what is happening during and for that week is the perfect way to conduct superior level customer service and support.
I really wish more companies would do that - as I often have something on order / preorder that gets delayed. There’s obviously logistical considerations involved - whether you’re going to be around to receive said package or if you have an away commitment which means that the new arrangements might be inconvenient - you really need to be in possession of the facts to be able to react appropriately. Lack of clear communication quickly leads to customer dissonance.
I always like to know what is arriving and roughly when - so I can manage that situation within my weekly works schedule - which typically involves juggling numerous priorities, events and launch dates. I mostly live alone - so I’m the sole one responsible for picking up and receiving packages - I can’t rely on anyone else.
I was one of those who ordered a Reeves Electro BHS-D Fuzz just before Christmas - and those were due to be delivered in January originally. But issues with parts supply and delays on other pedals in the production cycle - meant that those pedals will now be landing in February. Of course we were all informed of what was happening at near every step in the process - and it means everything to know exactly what's going on - especially without having go ask.
The Monday Minute Updates let me know exactly what's going on and when - and knowing delivers comfort, confidence and reassurance. Markus Reeves is fairly unique in being a perfect candidate for daytime radio if he ever chooses to change careers - his Witney Pedal Party appearance was an object lesson in professional presentation and how best to showcase your pedals - and he's really hit upon a brilliant format with these Monday Minute Updates.
And it's the brevity of the format which is a huge part of its success too - delivering something short and sweet, and fully self-contained - while not outstaying your welcome!
They save everyone time and effort and mostly manage expectations and keep everyone sweet!
All small-batch manufacturers should do similar. It really is highly comforting to be properly put in the picture at the start of every week - and it makes you feel more part of the whole thing too!
I've even come to enjoy the slightly in-your-face 'Keep It Fuzzy' bit at the end of each segment! There are few things more impactful than a memorable slogan!
Others should definitely take note and do similar! It doesn't have to be video - it could simply be audio, or even just an update post on social media. It's a great way to start the week!
View the whole of today's Monday Minute : www.instagram.com/reel/C29iI-SMpc5/
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