The customer experience is the key differentiator that separates businesses that enjoy years of sustained growth and success, and all the rest. Savvy business owners and managers know that in order to create great customer experiences, their businesses must offer memorable ones. One highly effective, if often overlooked, strategy is to surprise customers with acts of generosity. These small, thoughtful gestures can leave a lasting impression and foster customer loyalty. Best of all, they usually represent little-to-no cost to the company but make all the difference for customers. So, let’s take a look at how these kindnesses can leave to invaluable goodwill and positive word-of-mouth.
The Power of an Unexpected Delight
Customer-experience expert Shep Hyken shares a couple of examples of low-cost generosity that earns big results in his recent blog, “The Cost of Surprising the Customer.” One such example is that of a restaurant where a couple is celebrating an anniversary, birthday, or some other special event. Imagine how much better that experience could be were they to receive a complimentary slice of cake—a gesture that will cost the restaurant little but add an unforgettable touch to their evening. This act of generosity will not only enhance the couple’s experience, but it’ll also encourage them to share their story with friends, family, and on social media. That negligible cost will buy substantial returns on investment.
A Cab Driver’s Story
Another example is that of a cab driver who decided to elevate his service beyond the regular transportation from point-A to point-B. He elected to offer his passengers a newspaper and a bottle of water, and even took time to show famous local landmarks. These surprises cost the drive little money and only a few extra minutes, but the impact on his clientele was significant. Passengers appreciated thoughtful gestures like these, often tipping more generously and sharing their delightful experiences with others. This not only boosted the driver’s earnings but also boosted his reputation.
Generosity Pays Off
These examples illustrate an important truth: generous surprises, even those that come at minimal cost, contribute to create extraordinary customer experiences. When employees are encouraged to go above and beyond, customers feel valued and appreciated. A positive experience often translates to repeat business, glowing reviews, and referrals—all of which are invaluable for business growth. The initial investment is tiny, but the potential returns on investment for customer loyalty and word-of-mouth are immense.
Creating a Culture of Generosity
To effectively implement this strategy, your business should consider the following:
- Empower Employees: First, give employees the autonomy to identify opportunities for acts of generosity and to execute them without needing approval for every small gesture.
- Train for Awareness: Equip employees with the skills to recognize moments where a small act of kindness can make a big difference. Thoughtfulness can be taught!
- Encourage Creativity: Foster a culture where employees feel encouraged to come up with unique and memorable ways to delight customers. Employees should share these ideas with each other as a team-building exercise.
- Recognize and Reward: Acknowledge and reward employees who consistently go the extra mile, reinforcing the behavior you want to see. Build your company culture on generosity!
Make Generosity Your Business Strategy
Incorporating acts of generosity into your customer service strategy is not just a nice thing to do: it’s a smart business move. By empowering your employees to surprise and delight your customers, you can create the kind of memorable experiences that lead to lasting customer loyalty and referrals. The cost is insignificant, but the benefits are profound.
Are you ready to take your customer service to the next level? Reach out to us at The Brandt Group for expert advice on employee training, mystery shopping, and leadership training. Lew us help you create a culture of excellence and generosity that will set your business apart. Contact us today to learn more!
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