When was the last time you were really impressed by a business – big or small – that you bought from?

Coming up with a big phat blank? Think on it a little. These days, great customer service is in short supply (which is ACE if you use it as your competitive advantage so keep reading).

So now that you’ve found that memorable buying experience, what was it about it that impressed you so much?

I bet I can guess… they went that little bit further than you expected or than their peers and competitors did.

That little added extra

Y’know, that little something, something that made you feel extra special. A little bit loved.

This is an often overlooked so-simple strategy that makes you instantly memorable, and your customers feel good.

And this subtle but successful combo means more sales in the bank for you.

Hubba-hubba.

Maybe they…

• included a little personalised note sent by post, email or video when you purchased to say how excited they are to work with you
• spent that little bit extra time with you during a session or consult
• followed up with you afterwards to see how you enjoyed your experience. AND listened to what you had to say…
• sent you a note, card or gift out of the blue – just to let you know they were thinking about you

So, what are the chances you’d buy from them again or recommend them?

The deeply researched and entirely scientific survey I’ve carried out (in my head) says YES YES YES.

Do it because you care

I wrote recently about some of my favourite brands and how if I’m woo’ed properly I can become a super fan, spending time and hard earned moolah with my latest crush.

I’m not talking about creepy type behaviour, hard-selling or pushy up-selling (urhgh no thanks). There’s a big difference between genuinely adding to a buying experience because you care, and pushing someone into something they don’t need or want because you want a sale.

Under promise & over deliver

The secret is to under promise and over deliver and it’s just 3 steps…

• describe your offer
• tell your prospect or customer what you can definitely achieve
• then go beyond that in whatever way suits

It’s that simple.

The key is to be original. It should feel out-of-the-ordinary even if it’s not a unique idea, like the examples I mentioned above.

You’ll want your love filled added extra to be easy to implement and repeat for each sale or experience.

And, I promise you, it doesn’t take much to make an experience unforgettable. Give me a personalised experience that resonates with me and I’ll swear my undying love foreva.

It’s always the little things

It’s the little things that make the feel-good feelings last waaaaay beyond an initial purchase and have multiple benefits that will increase profits over time…

It results in increased trust and confidence from your customer, repeat business, more word-of-mouth recommendations, fierce customer loyalty, and positive recognition for the long term.

As Russel Simmonds said “I think when you’re very dedicated to something and you’re engaged fully, you become a giver.” And who doesn’t want to work with someone dedicated to them?

(Not forgetting, you’ve made someone feel extra special, which makes you feel good too, right? Karma and all that.)

So what little extra tingle inducing step can you add for your clients? Have a think, do it and then let us know in the comments.