One of the easiest and fastest ways to make a customer smile is to do something extra. Because it's unexpected, it's a pleasant surprise. It's something they'll remember and talk about.
When you do something extra, it's like giving your customer a gift. It's a wonderful way to show you care about them as a person as well as a customer.
One way to do something extra is to just give them a little more than they paid for.
For example, at the Perkins in my town, the night manager would often slip a bag of muffins in my hand as I paid the bill. I never asked for them but I was always grateful.
Another way to is to do something completely unrelated.
A few years ago, we returned a dog-feeding device because the dog we bought it for died. As part of the return process I mentioned this to the company (so they knew it was not a product issue). Several days later we received one of the nicest, most heartfelt sympathy cards from this company. It was completely unexpected and incredibly kind, something my wife and I will not forget.
It had nothing to do with the products they sold. They were just being human. They were letting us know they cared about the loss of our pet.
There's another reason to do something extra for your customers: It will make you stand out. Nobody does this anymore. Most of us have to stop and think about the last time we got an “extra" from someone. It's a lost art.
So find ways to make “something extra" a regular part of your customer's experience. Get your employees involved and brainstorm ideas. Eventually, your “something extra" attitude will become part of your brand. It will attract more customers and keep your customers coming back. I guarantee it!
Kevin Stirtz is the “Amazing Service Guy". He is a customer service speaker and trainer who helps companies increase revenue and profits by delivering Amazing Service. Kevin has been quoted in such major media as BusinessWeek, the Boston Globe, Smart Money and the Chicago Sun Times. Get a free copy of his Amazing Service Toolkit at http://amazingserviceguy.com