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Proactive Service Recovery: The Revenue Strategy You Can't Ignore

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November 24, 2014

Have Juice, Will Travel. A Customer Loyalty Story.


Bill Lynch in Nevada shared a great example of going that extra step for your customers in order to ensure they stick around long term – even when the going gets tough.


Lynch wrote to tell us about his favorite local juice bar.

He says the owner of the Organic Juice Bar & Water Store in Reno did some fancy footwork when she lost her lease for her store’s rental space and then found out that plans to move to another building had suddenly fallen through. At that moment she decided to buy time with her best customers by delivering juice to them at a central location even after the original store site closed. Talk about customer loyalty and service.

“They sold the building out from under her and she was going into a new location but now that’s not happening,” says Lynch of nearby Sun Valley, Nevada, who is one of her most faithful customers. “Now she’s making our juices at her home and meeting us in the parking lot at a Burger King. We show up and give her some money and she gives us our juice. Her great customer service is still there for us.”

Lynch was already a huge fan because the owner, Julie, has always given him great service. Not only did she quickly get to know him by name but she was more than happy to take down a list of custom ingredients for his smoothies that she kept on a card by the register. When he came in twice a week, she would whip up a big batch of his special smoothies. “And since I was buying in quantity she would let me buy seven smoothies and only charge me for six.”

These excellent customer experience practices – remembering people’s names and order details and giving them savings for buying larger quantities and then scrambling to deliver the service even under the toughest of circumstances – are the very ingredients that will help Julie re-establish and grow her business once she finds her new location.

Many of these same customers, including Bill, are already on the lookout for her new location and ready to place big orders when she finds one. The lesson here is that personal, caring service means repeat business and growth. Customer loyalty CAN go as far as some people say.

If you’re interested in learning how Zingle can help you help your customers by offering a simple and efficient text ordering system,
text us at 858.352.5225.
We’ll text you back.

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