Author: JoAnna Brandi
"There's no magic to magic," Walt Disney once said, "it's all in the details." Sometimes those details are small, seemingly insignificant things, little extras that add up to a strong positive impression. I'd like to share a little something that happened to me last week.
"There's no magic to magic," Walt Disney once said, "it's all in the details." Sometimes those details are small, seemingly insignificant things, little extras that add up to a strong positive impression. I'd like to share a little something that happened to me last week.
Frequently people email me and ask for permission to use my articles and tips in their own publications. We usually do follow up quickly with the process for doing that, and if I've been out of town I usually check to make sure the person got what they needed in my absence. Recently I got this note back from Mr. Ron Bel who had asked for permission to use some of our articles. I asked him if I could print his reply to my follow up and he agreed.
He is answering my email after I offered him a few more articles than he asked requested.
"Yes, [JoAnna] I did receive what I needed-- thank you. I visited the Customer Retention web site and found your library of articles and bulletins. Nice. I could use one for each lesson, but I won't be greedy.
Just wanted to let you know that I've requested information from at least a dozen web sites. Most of them replied favorably and promptly as you have. However, you have done two things that the others have not. First, you followed up on your initial reply to my request, and second, you offered help both times. That's the kind of "stuff" that draws people.
Once again, Thank you."
Thank YOU Ron, it always feels good to be acknowledged for doing a little more. In my case, I think it was instilled at an early age. My grandmother was a baker, and taught me the importance of the "baker's dozen." She always seemed to put a smile on her customer's face by giving a little extra.
Receiving Ron's note made me think of all the times that just a little extra puts a smile on my face or makes an experience just a little more memorable.
For instance, the people at my local fish market always, always put a nice plump lemon in the bag with the fish (even when the price of lemons is up.)
Early in the morning if you are checking out of a Hampton Inn you can pick up a "Hampton to go" brown bag with an apple, a yogurt, a granola bar and bottle of water inside, in case you don't have time to sit down and have breakfast.
The Hilton Garden Hotels and the Doubletree Inn bake fresh cookies. It makes the lobby smell like home. It's a lovely touch. A note to the hotel cookie makers though - order a little more dough and bake some for the late-comers. It would be really special for us late arrivals if, upon gazing at the empty cookie platter, you dashed into the back and came back with a cookie and said "I saved this one just for you!" That would make for a truly magic moment.
The bagel restaurant where I meet people for breakfast serves a small plate of cake while you drink your coffee and wait for your breakfast. It's killer on the waistline, but terrific for hungry diners.
And any server that is kind enough to avoid the expressions "you guys" and "no problem" and uses friendly, positive expressions like "Absolutely "Sure thing!" "I'd love to!" "Certainly!" and "That would be my pleasure!" impresses me.
It's my pleasure to have the opportunity to share my thoughts with you this week. More and more evidence appears every week that the experience of positive emotions leads to increased health and well being. As people who take care of customers you have the unique opportunity to affect people's lives and add to that well being. This week look for the dozens of places you might add just a little extra "stuff" and draw people to your company. If they feel good, they'll come back with their friends.
Have a magical week!
JoAnna
Copyright 2007 by JoAnna Brandi. Used with permission.