I have had many a discussion with my mentor group on whether we should aim for Customer Service or Customer Delight. Million Dollar Relationships expert Danielle Storey defines Customer Delight as “Providing the customer service experience that was expected, plus a little bit extra.”
Friends and I were delighted on the weekend. We stayed at a great little B&B as part of our B&B Crew weekends (we all kick in $50 a month and head somewhere different every couple of months). This time it was off to Ocean Grove and we found a colourful and funky looking place with four bedrooms called Fairmont.
Now we have stayed at a few B&Bs over time but it was the little bit extras that made a big difference. An early check in, a late check out, chocolates for us, doggy treats for the dogs, quality linen, all the little supplies like slat, pepper, coffee, tea, herbal teas, quality appliances, quality bathroom products, quality toilet paper, … I could go on.
All of these little things that would not have cost a significant amount of money, time or effort, all added up to not just Customer Service but Customer Delight.
So how do you delight your customers?