Earlier this week, I placed an order for some tasty, protein-packed overnight oats from Kreatures of Habit (KoH). I am not sponsored by them, nor am I trying to get you to purchase their products. What I want to tell you about is the amazing customer service experience I had as a result of this purchase.
To be clear, nutrition isn’t something I normally post about, as the internet is overloaded with that kind of content, and so much of it is hot garbage. But I have been trying new ways of getting more protein in my diet earlier in the day, and the KoH overnight oats fit the bill perfectly.
Now, when you stay at a Ritz Carlton or buy an AMG Mercedes, you expect high-level customer service, and it comes with the price tag.
Occasionally, if you have a problem and complain about it or contact the brand’s customer service, they may do an outstanding job of resolving your problem.
But the kind of customer service I experienced earlier this week was completely new to me.
I ordered my boxes of overnight oats from KoH, and about 4 hours later, I got a call from the CEO, Michael Chernow.
I became aware of KoH because I listened to a Rich Roll podcast with Michael as the guest. It’s a good episode and worth the listen. Michael talks about his journey getting sober twenty-plus years ago, his subsequent introduction to health and fitness from his recovery mentors, and eventually his career in entrepreneurship.
Michael is a chef, restauranteur, brand builder, fitness coach, etc. He’d also want you to know that he is, first and foremost, a husband and a father of two.
Anyway, Michael gives me a call around 3:00 on a Friday to say ‘thanks’ for making my order of his overnight oats. At first I thought it was a pre-recorded message, but when I realized it was actually him, I was blown away.
I was paying $5.50 per meal and the CEO was calling me to say thanks? In what world does that make sense? How could that possibly scale?
When I said these things to Michael, he humbly replied that he came from the hospitality world and this is what you do when someone supports your business. You thank them.
We talked about recovery for a few minutes and then I let him go as I assumed he was a busy guy and had about 80 more of those ‘thank-you’ calls to make.
I guarantee you if KoH launches a new product, I’ll be the first to try it. If Michael is on another podcast, I’ll listen. If he writes a book about getting sober, I’m gonna buy it.
And all because he took 8 minutes to call one of his customers and thank them for supporting his business.
It ain’t rocket science y’all. Do shit like this and build a loyal fan base unlike anything you can imagine!