Think of all the examples of great service you’ve encountered. Free refills of coffee. Letting you use the toilet even if you’re not a customer. Extra milk and sugar if you need it.  An employee that spends a whole hour with you to help answer all your naive questions, with a smile.

Contrast it with all of the bad experiences you’ve had. Not letting you use the toilets without making a purchase. Charging an additional 50 cents for extra sauce. Salespeople who don’t give you a minute of their time because you don’t look like big money yet.   We’ve all been there a few too many times.

All bad service comes from a mindset of scarcity, feeling like they’ll go out of business if they don’t fiercely guard their bottom line.  They say the reason those in poverty so often stay in poverty is that short-term thinking of desperate survival doesn’t leave room to think of long-term solutions.

If you really feel secure, abundant, and that you have plenty to share, then this feeling of generosity will flow down into all of your interactions with customers. Share. Be nice. Give refunds. Take a little loss. You can afford it. 

Of course it’s also just smart business. Losing 10 cents on extra sauce can mean winning the loyalty of a customer who will spend $1000 with you over the next 10 years, and tell 20 friends that you’re awesome…which you are.

By |2020-07-31T15:16:57+00:00August 2nd, 2020|Daily Dose of Marketing Awesomeness|