Business-Building Action from Terry Brock
“We made some extra and just gave it to you”
I love Starbucks. They do customer service and business right. I find that as I travel around the world working with clients in various countries, I consistently have a good experience at their stores.
Well, today was another positive. I was in a hurry and needed some of that good frappucino magic they make! I ordered the grande size (which is their medium). When I got it a few moments later the barista handed me my frappucino in the next size larger, Venti. As she smiled and handed it to me, she said, “We made some extra and just gave it to you.” No extra charge. She just gave me some extra — with a smile.
I said a very hearty “Thank you very much” to the young lady and enjoyed my delicious drink as I walked back to my car for my next appointment.
Think about what happened. They might have made a little mistake and made too much. Some businesses would either store it for another customer or throw it away. This morning, my local Starbucks here in Orlando made a decision to help me and give me a little extra for no additional charge.
What do you think that cost them? Probably not very much in ingredients and no marginal cost in extra time. However, think about what they did for themselves by helping me. I’m already a fan, but, that little action strengthened my already positive attitude about Starbucks. Do you think that will help them as I spread more good words about their service (and their delicious frappucinos)?
You betcha!
Think about how you can do those “little extras” for your customers. In Louisiana they call this “Lagniappe.” Giving a
little extra is what Napoleon Hill talked about extensively in his classic work, Think and Grow Rich.
It is also what I talk about with “R-Commerce” when I say that business success is NOT about E Commerce (Electronics), but rather about R-Commerce (Relationships). Focusing on the needs of people as human beings can give you the edge in today’s highly-competitive world.
Successful people make it a habit to go that extra mile and give a little extra. This habit sets successful people ahead of the rest of the pack. In today’s hyper-competitive environment, it will be those “little extras” that set you apart from the rest of the pack.
Harvey Mackay sums it up very well when he says, “Little things mean a lot? Not true. Little things mean EVERYTHING.” This is profound wisdom. As we practice going the extra mile and paying attention to the “little things” we inevitably get ahead.
So here’s your assignment: Step back and think about what you can provide to your customers that will benefit them, but cost you little or nothing. Sometimes it is just a smile. Sometimes it is a cheerful word. Sometimes it would be your business’ equivalent of a “Venti” size vs. a “Grande” size. Think about how a free report or free video or helpful audio conversation about a hot issue in your industry could be just what your customers need.
Well, I’m certainly glad I have Starbucks in my life. And by the way, if even one person reads this and orders something extra, they will have recouped the little extra they made for me. Kharma has a way of making good come around.
Terry Brock helps organizations achieve their goals through his professional speaking, coaching and writing. He is a member of the Professional Speaker Hall of Fame and Immediate Past Editor-in-Chief of AT&T’s Networking Exchange Blog. Contact him for a no-charge review of what your organization can do to use Social Media and other tools to boost profits and productivity. @TerryBrock on Twitter, www.TerryBrock.com
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