Learning Great Customer Service From a Winery

Learning Great Customer Service From a Winery

Last week I happened upon this very cool haunting label called "Phantom" on a red wine I was completely unfamiliar with. It drew me in immediately. I picked it up and thought to myself, I have to try this.

Based on the label alone. 

The wine steward and I had a brief discussion about it as I marveled over the label--so perfect for the Hallowed Eve's upcoming holiday.

He told me that it was a seasonal and that it's been flying off the shelf. He commandeered a couple of bottles for himself, but looked longingly at the very few that were left, then mentioned that there would be no other shipment coming in. 

 

 

Well, after I tasted it, I was pretty bummed. 

NOT that it was terrible, it was DIVINE. But, I had only bought two bottles and he told me there wouldn't be more and I live an hour and a half away from this store! 

What to do?

I got online and did a bit of research and VOILA! Found the website with contact information (late at night, mind you) and sent off my superlatives about this wine and that I wanted to order more. 

It was less than 8 hours later, early morning, that the receptionist e-mailed me back pronto. How delightful!

Not only did she follow up with specific answers to my questions, but she told me a delightful and haunting story behind the name of the wine. It goes like this:

 

 There is actually a ghost story that goes along 
> with our Phantom wine, perfect for Halloween.
>
> The Bogle story begins many, many years ago in the wilds of Scotland. 
> Legend says that near the Port of Glasgow, the local village of 
> Kilmacolm was dry, and without suitable beverages for the men to 
> imbibe. Thus the Scots frequently traveled over the hills and down 
> along the River Clyde to have their drink in the Port of Glasgow. To 
> travel there, they had to pass the Boglestone. It is said that the men 
> who didn't make it back to Kilmacolm were taken by the Bogle at the 
> Stone, meeting an untold end. The Boglestone continues to stand 
> sentinel over the River Clyde today. This part of our history is 
> illustrated with our Phantom blend.
>

Isn't that fascinating? She followed up by giving me numbers to both their tasting room and the local distributor in my area. I found out that where I could get this seasonal blend wasn't so easy so I called the tasting room and ordered a case. Not only did I get great info from Tina, the tasting room expert, but she told me about a wine that they make called Essential Red, which has received 91 points (and they are all abuzz about it at the winery, she said), but it was far cheaper and available all year round! 

(PLEASE PLEASE PLEASE watch this video, these guys are over-the-top in their thumbs up on this wine and they're really quite funny, too!) 

 

This is the way we ought to be doing our real estate business. Get back in contact right away, thus making the customer feel that they are very special and if you don't have what they want, or the inventory is low, offer up something else that has shown some positive feedback and your client might just go for THAT instead! Fill the hole, guide them, and don't simply say, "no, we can't help you."

AND show genuine passion--it's intoxicating!! 

(And please take note of our new group:

activerainwiners

if you want to join, just click on the name!)

 

 

 

For a look at my Fishhawk Lake Real Estate WEBSITE, 

Click here: Fishhawk Lake Real Estate

For a look at what fun you can have at Fishhawk Lake, click on the link below! 

 

http://www.youtube.com/watch?v=-N20w1bP2UA&feature=youtube_gdata

 

Gayle Rich-Boxman
Broker,Vernonia Realty
Specializing in Fishhawk Lake Recreation Club
"Your Gateway to the Lake!"
Direct: (503)755-2905
My website: http://www.lakehomesatfishhawk.com/
My blog: http://fishhawklakerealtor.wordpress.com/