When I went to pick up my car after having the oil changed, it was washed inside and out.  (Thank you, Tinker & Larson!)

We hired a contractor to paint several rooms in our house; he fit the job in between elk hunting and a busy work and family schedule.  Yet, he was there as promised, did excellent work and finished on schedule.  (Thank you, Brad Rowland!)  

It was time to rotate tires on my car.  As usual, I had little time to spare.  I was in and out in less than 20 minutes.  (Thank you, Glen’s Tire!)

At a roundtable meeting last week our meals were delayed due to a sudden influx of customers.  The server gave us a 50% discount on all our breakfasts because we had to wait so long.  (Thank you, Holiday Inn & Suites in St. Cloud!)

These businesses have learned the secret.

Companies spend most of their time and money on acquiring customers and building products, yet 70% of buying experiences are based on how current customers feel they are being treated. (Hubspot)

The customer’s perception of your company is formed by every small interaction with you.  Surprising and delighting your customers is at the core of keeping customers for life.  It’s good to remember that the comments your customers pass on enhance your reputation for excellent customer service.  It’s a daily exercise that must become habit for you and all your employees.

What can you do to pleasantly surprise your customers today?

The road is easier together,
Linda