TUESDAY CHALLENGE: ADD A LITTLE EXTRA
Giving your customer something more than they expect should be the ongoing goal of a well-run business.
Your challenge for today is to review your deliverables (products/service) and find a “little something extra” that can be included. Let’s review some options:
• Provide an unrelated service: One of the best examples I have come across is offered by an air-conditioning company who, while on the roof, cleans the customers’ gutters.
• Increase product/service: The Schwan delivery man throws in an extra food item every time he shows up with our order.
• Personal touch: Depending upon the type of service or product you provide, a personal touch after the delivery is a good idea. It could be in the form of a telephone call or even a personal visit.
• Send a snail mail birthday or anniversary card: As old fashion as it may sound, best wishes for a special occasion sent by snail mail means more than a wish sent by e-mail.
• Thank you gift: A thank you gift delivered after the product or service is delivered is always an unexpected and welcomed surprise. A few suggestions include a pair of movie tickets or coupons to a Dairy Queen. If you know the reading habits of your clients, a gift certificate to a bookstore may be welcome.
• Send thank you note with discount coupon: New customers cost a lot to obtain in marketing costs. A discount coupon (with a personal note if possible) to an existing customer not only shows that you appreciate their business but also encourages them to return to you next time they need your service or product.
• An e-mail touch: if your product or service is a low cost item, a value based e-newsletter will remind them of you and encourage their return. (please refer to the Tuesday challenge on value based newsletters)
These are a few suggestions to help you get started in determining what that “little extra” something is that you will share with your customers. The main point is to find something and start using it now; you can always change your “little extra” if you find something more appropriate to your business at a future date.
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