Cultivating raving fans—a referrals lesson from J. Crew

Jackie Huba at the Church of the Customer has a great lesson in client service from, of all places, clothing retailer J. Crew. Seems Jackie stopped into her local J. Crew store to return some items on her way to watch a Steelers game at a local sports bar.  A clerk named Natalie helped Jackie with her returns, they chatted a bit about the Steelers, and then Jackie was on her way.

A few weeks later, Jackie got a handwritten note from Natalie containing a $10 J. Crew gift card, suggesting she drop by the store next time she was in the neighborhood to check out the new fall line. 

Jackie's reaction? 

If Natalie was a stock, I'd invest in her.

I've spent thousands at the Gap and Banana Republic but never received a note like this. I couldn't name a single employee at those two stores.

But I'll remember Natalie.

Tell us your story. What are you doing to turn your clients into raving fans (and drive more referrals)?

Think you may need to show clients a little more love? Here are some ideas from Horsesmouth (free registration required):

The 15-Minute Marketing Workout
Build relationships and boost your referrals with this low-tech, low-cost marketing strategy. It's incredibly effective, yet so simple you can get it done while you drink your morning cup of coffee!

Deliver High-End Service to Build a High-End Clientele 
Ever wonder why the same clients who grumble about your fees drop big bucks at high-end hair salons?  A little pampering can go a long way.

Impress Top Clients With 'Love-Affair Marketing'
In this competitive and uncertain world, romancing your clients with kind gestures can win their loyalty--and help solidify your business.

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