How you make your clients feel is what sets your business apart.
Here are 5 quick, easy actions you can take today to surprise and delight them:
1. Send a Handwritten Note – In an overly digital world, a simple, personal message can go a very long way.
Action: Implement an SOP where you do this for all new customers OR just pick one at random each day/week.
2. Offer an Unexpected Upgrade – Whether it’s a free service or a product upgrade, people love an “upgrade”.
Example: Retailer might add a small gift with purchase. Service company might offer a bot more deliverable than promised. SAAS co allows temporary use of a premium feature.
3. Remember Special Occasions – Send a thoughtful message or small gift on birthdays, anniversaries, or dates that are important to the person or relationship.
Action: Make a plan to send a personalized birthday card and/or gift to each client each year.
4. Reward Loyalty Spontaneously – Offer your most loyal customers an unexpected discount or exclusive deal.
Example: A local coffee shop empowers baristas to offer a free drink to a frequent customer without prior notice. “Your drink is on us today. Thank you for being part of the family here at Jeff’s Coffee Cave!”
5. Provide Customer Care, Plus+ – When a customer reaches out, go the extra mile.
Action: Next time you field a customer issue, solve the problem fully and quickly as you always would…. and a few days later, reach back out to make sure everything is going smoothly and offer a small discount or service as a token of appreciation
Why bother?
These surprise and delight moments create emotional connections that go beyond the transactions.
Happy customers lead to:
– Increased loyalty
– More referrals
– Higher lifetime value
Your clients want to feel valued—and sometimes it’s the small, unexpected gestures that make the biggest difference. Start delighting them today!