3 Creative Ways to Delight Your Customers and Boost Your Company’s Reputation

Imagine you walk into a room and switch on the light. You expect the room to light up, and that’s exactly what happens most of the time.

The same stands true for good customer service. Today’s consumers expect brands to offer stellar customer support. Even though great customer service is good for your small business’s reputation, it’s not enough.

But, what if there was an unexpected twist? What if, after you turn the light on, you discover a room full of people shouting “Surprise?” You wouldn’t expect that, right?

Customer service works the same way. People don’t notice good service because that’s what they expect. The surprises are what they notice and remember.

But, how can a small business “walk the walk” and deliver customer experiences that will WOW the pants of your customer?

Here are some ideas:

1. Small Gifts

There’s a common practice among waiters in restaurants to give their customers mints or candies when delivering the check. Do you know why they do it?

Studies have shown that this unexpected gift works as a psychological trigger that prompts customers to give a 21% bigger tip to servants.

Small gifts, such as a voucher after purchasing from your store or a free grooming after a haircut are great ways to surprise and delight your customers.

Here’s a great example: after staying at the Opryland Resort, Christina McMenemy fell in love with their spa clock radio. Unfortunately, she couldn’t find the model anywhere, so she asked the hotel for help. As it turned out, the clock was exclusive to the hotel and couldn’t be bought in a store. McMenemy thought that was the end of it and went on about her business. But, when she returned to the room, she found a gift waiting: the spa clock she liked so much. Talk about a delightful surprise.

But, what if you can’t afford to give away gifts to your customers?

Keep on reading.

2. Thank You Notes

There’s a common misconception among small business owners that thank your notes are outdated and that they have little impact on their reputation. They couldn’t be more wrong.

In fact, some claim that digital advancements have made the handwritten note a charming addition, making customers appreciate businesses that are willing to go the extra mile to delight them. To write the perfect note, make sure you mention the customer’s name to make the card more personal. Express you gratitude and mention why you are sending the note. At the end, close with a professional, but candid sign-off, such as “Cheers,” “Best,” or “Sincerely.”

1. Get in Touch with Your Customers

The buyer’s journey doesn’t end after they have bought your product or service. In fact, that’s just the beginning of many more opportunities to nurture relationships with your customers and grow a successful local business. That’s why it’s such a great idea to set-up a follow-up email to get in touch with your customers and see how they’re doing.

Imagine the impression a small business would leave if, after buying a tree house for your cat you would get an email from “Jessica” asking you if your furry friend is enjoying their new toy. That would be a nice surprise and all of the low cost of an automated follow-up email.

In many situations, service can be the deciding factor. As long as your products work well, most people won’t think about your small business too much, but they will remember how they are treated. If you want to build your company’s reputation, start with delighting your customers. Show them they truly are your #1 priority.