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Most everyone loves surprises. That’s what wrapping paper is all about. Unveiling the unknown and fully appreciating the unexpected.
Every now and then it’s fun to throw a surprise at your clients and customers as well.
Here’s one of my favorite techniques.
When a customer orders a product or engages your services, toss in something extra. You don’t need to make a big deal of it but do it systematcially and don’t advertise it. This is one of the easiest ways to over deliver on expectations.
So, let’s see:
- When they ask you to prepare their taxes - give them a handy record keeping system
- When they order your ebook - send them a copy of your favorite current best seller from Amazon
- When they hire you to design a web site - create a blog of the same design
- When they hire you remodel their kitchen - get their windows cleaned
- When they hire you to install a ceiling fan - change the batteries in their smoke detectors
It’s a good practice to make it a surprise (maybe even wrap it like a present) so that it is considered over and above what was expected.
It’s amazing how most of life, and certainly most of customer service, is about exceeding or at least meeting expectations.
When you make this unexpected gift to your client, you create a great opportunity to communicate the value of all of the services you provide, including this add on.
Do it on the first order or do it randomly - just do it
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This entry was posted on Sunday, September 11th, 2005 at Sep 11, 05 | 3:36 pm and is filed under Customer Service. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
Lest they walk in on you while you’re changing the batteries to the smoke detector and think that you’re installing a hidden camera.
Reread the post - When you make this unexpected gift to your client, you create a great opportunity to communicate the value of all of the services you provide, including this add on.
This means tell them what you are going to do or you don’t get much marketing bang from the activity.
And, don’t install hidden cameras.
John Jantsch:
When a customer orders a product or engages your services, toss in something extra. You don’t need to make a big deal of it but do it systematcially and don’t advertise it. This is one of the easiest ways to over deliver on e…
Invest your time and energy into making your customers feel good to be doing business with you. If you want to outdo your competition – creativity can be better than cash. It’s the small different things that your customers will