16 Oct ‘SURPRISE AND DELIGHT’ ME AND I’LL NEVER FORGET YOU
The ultimate “surprise and delight” is when a place with which you do business not only remembers your name, but also your order…so that when you walk in the door they start preparing it. And sometimes by the time you pay for it, it’s ready for you.
There is no better feeling than when a retailer develops a relationship with you. Yes, the Amazons of the world can find out all sorts of information about you and have a database that contains all your personal information (as well, as what you’ve ever ordered), but that is still not as good as having direct eye contact, a smile and some conversation with a real human being.
When organizations within the town in which you live continually “surprise and delight” you, it makes you have second thoughts about ever moving from there.
Many times my wife will think back about the 12 cities we’ve had the pleasure of living in. The discussions always seem to center around the places we frequented that made us feel special.
ACTION STEPS FOR THIS WEEK
1. When is the last time you talked to your team about developing relationships with clients?
2. How many of your employees make a real connection with the people they serve?
3. What special things do you do to thank your loyal customers as a “surprise and delight” event or thank you item?