Hank’s Marketing and Business Tip #85: Value and Service

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Hello everybody. Thank you for joining me to discuss having fun with customer service and providing value.

I recently went on a trip in the Northeast, including Maine, Cape Cod, New Hampshire and parts of Canada. It allowed me to unplug a little bit and pay attention to what small businesses were doing when it comes to customer service and providing value. One thing that stood out to me was going for ice cream. When I was paying for my order, the cashier asked me for a favor.I said sure, be happy to help, what can I do? She handed me my receipt and said: “we value our customers so much, I was hoping to get your autograph”. I thought that was great way to have a little fun with your job and also show your customers a little bit value and fun. I liked it. Hopefully other people like if she did it for other folks. I think that her personality was very outgoing, very helpful and she liked to have fun with your job.

While eating out at a seafood restaurant, I noticed that the restaurant had bug repellent outside in the waiting area to use if there was a long wait for tables. Not only did they have bug repellent, they also provided an organic option other than the ones that we know of and get from major stores, just in case you are worried about chemicals on your skin, or if you have children and you do not want them to use bug repellent. I thought that was providing great value so that people will not be scratching their itches while they are eating. Rather, they will be able to enjoy their meal.

On the other side, during my flight back from Rhode Island to North Carolina, I was on a flight that was not full. I noticed the stewardess walk over towards me and approached a couple that was sitting across from me. They had their luggage stored away and personal belongings at their feet. The stewardess asked if that was their belongings and if they have any bags. They said yes. She said: “Can you follow me and grab your belongings”? There really was no explanation as to why she needed them to go with her and she started heading towards the front. Apparently, they got upgraded to first class and were able to sit there for the remainder of the flight. The stewardess did not give them any information ahead of time in regards to this upgrade. I think would’ve been a great opportunity for the stewardess to tell them ahead of time what she was doing. What could have happened is the folks in the seats could have become combative thinking that there was an issue or that they are being treated wrongly. I could have started an argument.

If you run a business or you have people that are client facing, make sure they are transparent and provide as much information to your customers as possible.

I just wanted tell you those stories about my trip and I have more content coming out in regards to the things that I viewed, learned and absorbed while I was on vacation that could pertain to marketing.

Thank you.

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