Providing Shareworthy Service means delighting your customers in a way that makes them want to share with everyone they know about the great experience they had with your business.
Today, while driving back from an incredible concert experience in Indianapolis, we drove through a coffee shop.. They rang up the total and we paid the bill. Before we pulled away, and just as my husband said to me, “That can’t be right,” meaning the bill was way too low, the window worker said, “One of those coffees is free because it’s Father’s Day.”
Boom. Customer delight.
Why? Let’s deconstruct the experience so you can reproduce it in your own business:
1. Delight your Customers with Low Cost, High Impact goods or services. We didn’t need a dozen free donuts to feel great about the experience; one cup of coffee did the trick.
2. Delight your Customers with the Element of Surprise. We weren’t expecting it. Even though it was Father’s Day, my husband didn’t feel entitled to free coffee.
3. Delight Your Customers with Something They Want. No thanks on the free mousepad-windowcling-magnet-stickynotes-promotionalgizmo. Give your customer something they really want. We wanted coffee.
4. Delight Your Customers with Something Only For Their Benefit. The donut shop wasn’t bragging all over media about giving away free coffee. The goodwill generated is a side benefit of just being nice.
5. Delight Your Customers without Making them Earn It. We didn’t have to add up points, collect coupons, or peel a sticker. We just got free coffee.
It was just a cup of coffee. But two things happened: I’m pretty sure it tasted better because it was free. And I’m pretty sure I know where my next cup of coffee will come from.
Can your customers say the same?