Less than 24 hours after creating a Freshbooks Account to bill for a recent consultation and presentation, I received a follow up call from Jon Spenceley. It was the best 15 minutes of my morning and I can’t say that I’ve had a better customer service experience.

The call was unexpected but completely sincere. Jon seemed genuinely interested in my work and helping me succeed with their software. I ended up asking several questions and he provided honest answers. He didn’t try to up sell me to a paid account and even shared that the paid account wouldn’t do much else for me other than allow me to have more clients in the database.

He could have easily lied about that, but he didn’t.

You see, after talking to Jon I WANTED to upgrade even though I don’t need to at this very moment.

But when I do, who do you think I’ll call? I was so impressed by Jon’s follow up email which came 10 minutes after our conversation, that I asked his permission to share it in This post. Notice how he makes it all about me and even reveals how he was listening to pretty much everything I said during the call. I mean come on, he even mentioned my book!

Here it is in its entirety:

Hi Angela!

Thank you for taking the time to talk to me about your business. It was really great to learn more about your new freelance work, and congratulations again on publishing your book! I think it’s fantastic that you’re starting out to make some money on the things you enjoy doing, and I wish you the best of business, and a whole lot of new clients coming your way!

As I said on the phone, my job here at FreshBooks is something of a work-flow consultant (boring title, awesome fun job). If you have any questions on how FreshBooks works, what features may be interesting to you, or how FreshBooks can fit with your business, please feel free to let me know. I will also be happy to give you a discount on a paid package when you reach the point that you need to upgrade, because I think people who take the time to talk to me about their business are awesome.

If you need anything, you can reach me directly at 1-866-303-6061 (ask for Jon), or by emailing me at jon-at-freshbooks-dot-com.

Thank you very much for taking the time to tell me about your business. I really appreciate you checking out FreshBooks, and I hope you have a fantastic day! Thanks again for the Tweet!

– Jon Spenceley

Isn’t Jon fabulous?


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