Last week a little neighbor girl knocked on our door. She and a friend were selling lemonade, gum, and pickles. She pointed across the street so I could see their store, which was really just a table and chair on the sidewalk.
I asked how much the gum was and told her I’d take two pieces. She scurried off and returned with my order plus some extra pieces “free of charge.” When I looked at the gum, each “piece” was really a little pack of five pieces of gum.
My two piece order had multiplied by ten. Wow! I was pleasantly surprised by the bonus and rather happy with my purchase.
This reminded me of a recent video I watched from affiliate marketer John Reese. Reese outlines why it is important to always do more than is expected of you on his blog.
If you give customers more than is expected, it reassures them that they made a good decision.
When you give your suppliers or contractors more than is expected, they are that much more likely to give you great service and support the next time you need them.
I’m sure those girls in my neighborhood didn’t attend that big affiliate marketing seminar where John Reese was speaking. Nevertheless, they mastered a principle and service philosophy that would serve any business well: always do more than is expected of you.
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Meg McNeal
June 18, 2007
I think they are going to be great saleswomen. John Reese wrote a wonderful article didn’t he on always give more then expected, that is my new tactic for marketing. Here is another site that is giving more then expected. All free. The affiliate link is http://freeiq.com/jeffwalker13pillars, if you would rather not support a fellow internet marketer, then the non-affiliate link is http://free.com
Great story. Thanks for sharing.
Meg
Glenn (Customer Service Experience) Ross
June 18, 2007
In Louisiana and E. Texas they call that “lagniappe,” a small unexpected gift from the merchant to the customer. A great way to get a relationship off on the right foot.
Regards,
Glenn
Joe Rawlinson
June 21, 2007
Glenn: Thanks for sharing that great cultural example of this principle in action. I had never heard of “lagniappe” before but after reading up on it at Wikipedia, it has both an interesting history and direct applicability to anyone interacting with customers.