We stopped at a Krispy Kreme drive-through last week as my son was craving doughnuts. We ordered a box of 12, and the lovely lady at the service hatch gave free doughnuts to everyone in the car! A totally unexpected but lovely touch that ruined my diet! (Because of course, I just had to eat one!) Cost price to them was pennies, but the goodwill it created was priceless. What are your 'free doughnuts'? What can you offer that has a higher perceived value that will surprise your clients?
You know how you dread the builders arriving when you are having major work done? One of my clients would send a lovely 'wow' basket of goodies to the customer's house the day before they arrived with branded mugs, tea, coffee, sugar and lots of biscuits. It was wrapped up like bouquet of flowers with a big bow and a card introducing the team. The customers absolutely loved it. Cost price around £25. Word of mouth – endless!
When I was in Croatia earlier in the year, I had my hair blow-dried at the hotel and was given a wonderful 15-minute shoulder, head and neck massage while they were waiting for the treatment to work on my hair. It was absolutely brilliant. Best trip to the hairdressers ever! If they were in Bristol, I'd now have a new hairdresser!
One of my clients was looking to increase his conversion rates from face-to-face meetings, so we had some beautiful motivational postcards printed which he would keep in the car along with stamps and a nice pen. As soon as he left his meeting, he'd go to the car and write a personal message to his prospect and post it straight away so it would arrive the next day. It was a really simple thing to do which increased his conversion rates by 15%.
So what are your 'WOW moments'? What can you do to leave your clients or customers with that lovely warm fuzzy feeling?
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Business & management coach, mentor, trainer, author, speaker, social entrepreneur, (and chief pot and bottle washer!)