Amazing Service Tip: Do something positive and unexpected
When you do something for a customer (or anyone) that is positive (something they like) and unexpected (they didn’t see it coming) then you make that event a permanent part of their memory. Because they like what you did, you created positive emotional content for the experience. And because it’s a surprise, the emotional content level is higher.
The more emotional content an event or experience has the more we will remember it. The more fun it was, the more we want to repeat it and share it with others.
To be good at this you have to be creative. You have to think outside the norms of everyday life. The more you do it the better you’ll get. But most importantly, to do this well and consistently, you have to care about your customers. Then it’s easy. And your customers will love it.
Click here for two memorable examples of how employees created positive and memorable experiences for their customers.