The attitude of excellence creates customer loyalty.

We all enjoy experiencing excellence when we purchase something. Whether it is fresh cookies when you check into a hotel, a bottle of water when you jump into your Uber, or the server at the restaurant going out of their way to make your dining experience outstanding; extras create memories.

Extra excellence creates word of mouth buzz.

Many businesses say that they care about their customers, and many demonstrate it. However, creating an attitude of chasing excellence in the eyes of your customer will set your business apart from the competition.

The reason why so few organizations blow you away with an amazing experience is not due to cost, it begins with the inside culture. Here are two simple questions all business leaders should ask themselves:

1. Am I creating a fertile environment for my staff to create, and execute their job, or am I micromanaging?
2. Do I acknowledge achievements and efforts,  just focus on failure?
3. Do I encourage my team to get to know our customers?

 

Go out of your way to “Wow” someone.

I just had an outstanding experience with National Car Rental. (I’ve been a member of National’s Emerald Club forever). I was traveling to speak at a convention and my girlfriend and I were craving a comfortable oasis where we could relax during our layover.

We found the Emerald Club Lounge at O’Hare and were able to relax, charge our devices, and enjoy free wifi. Many of you saw the Facebook video I shot from there mentioning the club. National reached out to thank me for posting the video, and they asked if they could send me something. (I was expecting a coffee mug).

I was blown away when I received a FedEx box from them that did include a coffee mug, but also included snacks and other comforts that any frequent traveler appreciates.

Here’s the video I shot showing everything

But that’s not the part that blew me away.

Their “Extra” began with the enclosed letter which read, “We noticed that you enjoy kayaking and we thought you would enjoy this as well. Thank you for being a National Car Rental customer.”

I do love paddling, and they sent me a dry box to keep my things dry while I’m out on the water!

This showed me that they didn’t just pull a gift off the shelf, they personalized it. A few minutes made all the difference in the world.

That little extra creates allegiance to your business and helps insulate them from being stolen by the competition.

It doesn’t mean that you can engage in poor business practices and still hang on to a customer because they received a gift; but it insulates them in a warm blanket of loyalty.

What can you do today that would be viewed as an “extra” for your customers? Or as my friend Roger Crawford says, the “Lagniappe”. The little extra that goes above and beyond.

Let me know why you are awesome, and I’ll look forward to speaking at your next convention, meeting, or event!

(National Car did send me goodies if you haven’t been reading this post. But I do have to mention it.)