Companies that Get It: Woodworkers Source

Now this is what I'm talking about.  I love interacting with companies that "get it".  They recognize that experience is key.  Pure, sterile functionality works, but experience makes an impression.  If you've read below, you will know that I recently placed an order for some small pieces of craft wood from an unknown (to me) website: Woodworkers Source.  I figured it would be the standard order process that you would go through anywhere else.  I was pleasantly surprised to receive this wacky email after placing my order:

As promised, this is a happy little automated email to say thank you for your order.  Within 5 business days, my specialized team of intensely trained employees will carefully select, package, and ship your order.  To keep up morale, they take the weekends off; so only the days between Monday and Friday count, but I'll bet you already knew that.  When the order ships, you will receive an email with the UPS Tracking Number and we will have a big celebration.  If I have some questions about the order (such as size requirements, availability, etc.), I will either email or call.

And if you have any questions, reply to this email or call 800-423-2450.  We'll be happy talk with you.  You can also log into your account at our website to view the status of your order.

You'll be pleased to know that all of our UPS lumber shipments get fully wrapped in corrugated cardboard and shrink-wrap for maximum protection.  I suggest having a sharp utility knife ready when the order arrives; it might take some time to unwrap it.

Have a nice day,
Craig Haggarton
Awesome.

Most companies would realize along the way, after building their application... "oh... we need an 'order received' email."  Then they would have someone type up the standard, functional crap.  Woodworkers Source realizes that each email is an actual chance to make an impression with their customer!  Nobody reads newsletters and "specials" emails, but I would bet that everyone reads their order emails.  They want to see that everything is on track.  And then they want their tracking number.

Speaking of tracking numbers, I just received this follow-up email:

Good news, Steven!  Our highly trained and skilled team of 50 employees has - with great care and attention - selected, packaged and shipped your order ##### on this beautiful day, 4/30/2007.

We had a lively celebration afterwards and the whole party marched down the street where the entire city of Phoenix came out, waved 'Bon Voyage!' to your package, and patted the UPS driver on the back.

Local TV stations sent in cameras and reporters who asked, "What does Steven intend to make with this?"  We offered no comment so we wouldn't spoil your surprise.  We do hope to see pictures of what you make so we can have another city-wide celebration.

I hope you had a wonderful time shopping at Woodworkers Source.  We enjoyed every minute of it, and
your picture is on our wall as "Customer of the Year".  We're all
exhausted but can't wait for you to come back to Woodworkers Source!

Your UPS tracking number is: ###
You can track it here: http://link.to.my.tracking.number
Or you can also view your order by logging into your at account at our website.

After you receive your order, we'd love to know what you think:
http://www.woodworkerssource.net/myorder/

Thanks again,

Craig Haggarton and Crew
Woodworkers Source
orders@woodworkerssource.net
800-423-2450
They made such an impression with these emails that I wouldn't hesitate to order again or recommend them.  And I haven't even seen the product yet!  And here I am blogging about customer service emails.  See what a little creativity and a sense of fun can get you?