My son, Branson, just lost his first tooth yesterday! Almost as instant as his momentous announcement, was his excitement over the tooth fairy.
While he’s busy celebrating, Mommy and Daddy are in awe of just how grown up our little man is becoming…
He knew the drill already (his friends must have told him). He has to put his tooth under the pillow, and the Tooth Fairy will come in the middle of the night and surprise him with “one whole dollar.”
He had his expectations – both from a “customer experience” standpoint, as well as his “service expectation” (i.e. $1.00).
- What do you think would have happened if the tooth fairy showed up in the afternoon instead of at night?
- What if the tooth fairy gave him fifty cents instead of a dollar?
- What if the money was found in an envelope next to his desk instead of under his pillow?
If any of the above happened, this would have led to disappointment, and a very unsatisfied “customer.”
Fortunately, the Tooth Fairy delivered as expected, and Branson was not disappointed. His expectations were met, and because of it, he was satisfied.
Now, if the Tooth Fairy wanted a happy customer (with raving endorsements and referrals), he would have understood his customer’s expectations and tried to unexpectedly exceed them.
Maybe that would have been accomplished by giving him $2.00 (instead of the $1.00 Branson was expecting), or maybe the Tooth Fairy could have delivered the $1.00 to Branson in person and congratulated him on such an important milestone in his life. Heck, a personalized thank you or congratulations card would have set this little boy over the edge, as it would have made him feel even more special, valued, and appreciated.
If you want to make more money in your business, the same rules apply.
What are some examples you can give of exceeding customer expectations? Share your comments below.
With gratitude,
Charlie
P.S. This, and many more ideas are discussed within the Insider’s Club as a way to help your business attain greater – and more predictable – profits.
