A little extra goes a long way

Leave a lasting impression

If you are looking for ways to show gratitude to your customers, clients, employees, or loved ones, unexpected acts of kindness can say a lot. They also leave a lasting impression.

Exceed expectations

It was a cold day in early January when I experienced unexpected kindness at a coffee shop on my birthday. I pulled up to the drive-through and ordered a coffee and fully expected the quick, cold, routine transaction I had experienced at most chains.

So often servers and patrons barely acknowledge one another. Automation may be a barrier to warm interactions. The bitter cold temps Midwesterners endure in January might be to blame also.

I received the warmest greeting from the barista who took my order and discovered it was my birthday. We had a brief but energizing conversation that left me with a positive impression of him and by association, the coffee shop. My only expectation was to receive the coffee I had ordered. This barista elevated my experience with charming conversation and by offering any coffee, any size at no cost for my birthday. He then delivered a personalized message on my cup to commemorate the occasion.  

My response began with a very generous tip. Since then I have relayed the story to many recommending they visit the SW location in my town because they have consistently friendly baristas and do the unexpected to make the experience memorable.

Many baristas ask for your name to make the pick-up process efficient. It also has the effect of personalizing the experience, because names are part of our identity. At this particular chain, they asked how to spell my name. When there are so many ways to spell it, you sure appreciate it when someone gets it right.  A little extra goes a long way.

Shortly after this experience I heard a podcast with Will Guidara being interviewed to promote book, Unreasonable Hospitality. He explained how his restaurant had become the #1 restaurant in the world by focusing on the customer experience and exceeding their expectations. One thing that resonated with me is that he and his team were intentional about interacting with customers to discover ways they could elevate their experience.

I love it when people relate their success to listening. You can only act in a way that is meaningful to someone else when you listen. What a gift!

Since then, I have witnessed unreasonable hospitality that led to earned business, referrals, and genuine appreciation.

Prioritize client goals to garner trust and loyalty

Award winning realtor, Denise Smothermon has garnered trust and loyalty from clients because of the unexpected extras she delivers during and after a transaction. It is not enough to transact the sale or acquisition. Like Guidara she asks questions and listens to discover her client’s priorities. Months after a closing, she drops off her signature Indiana-grown honey as a gesture of appreciation. I am not surprised she has earned the top realtor in the area several times. Clients not only refer her but also return when they need to buy or sell.

Handwritten personal notes influence future decisions

Marketing expert Christie Browning earns repeat business and deep appreciation because of the relationships she builds with each client. While working on a project, she provides weekly updates and schedules routine meetings to ensure the client’s expectations are met. In addition, she mails handwritten notes when clients refer business to her. To add a little extra, she mails a box of holiday treats to clients as a thank you for their loyalty. She once made personal visits, but as her clientele has grown, (and without a sleigh and reindeer) she now relies on the US Postal Service.

Those extras that communicate how important the client is to your business are often factored into future service or purchasing decisions.

Candor and appreciation are endearing

Sometimes an “extra” can be simple and routine. Business consultant, Kelly Ambriole, CEO of the OX Agency must often navigate difficult conversations with candor. She manages to leave these meetings on a positive note and endear herself to clients with her simple closing statement, “I appreciate you.”

If you are seeking ways to show gratitude, try doing something that goes beyond what is expected.  Your clients, customers, or loved ones will know they are valued.

Unexpected acts of kindness help promote your brand

These gestures also promote your brand. As a result, you will likely reap rewards such as loyalty, new business, and possibly reciprocated kindness.

Communicating Matters can help you elevate your brand with strategic messages. Pick up some tips on how to elevate your communication by taking the Test Your Influence quiz.

Remember that demonstrating gratitude need not be grandiose. A simple but routine statement can reinforce the sentiment.

When you want to show some love, ditch the box of chocolates and perform an act of kindness.

Kindness is not overrated.  A little extra goes a long way.

What acts of kindness have been most meaningful to you? Share in the comments.