1. Look for unexpected ways to delight your customers – Jonathan Goodman
I
once went to a burger restaurant that sold cups of fries that were too small.
What caught my attention wasn’t the small cup. It was the show they put on when the server filled the cup, then put an extra scoop of fries in the bag as a "bonus."
A boringly logical business owner would’ve served the fries in larger cups. But the genius of the system wasn't more fries. It was how the extra fries were delivered.
Compared to many of its competitors, this burger joint actually had a smaller serving, which I imagine cost the company less, and the customer was still made to feel special.
As consumers, we all have too many data points to compare one product or service to another. It doesn’t matter if we’re talking about burgers or online training.
What you objectively deliver actually matters less than how it's delivered. And it doesn't take much. Customers judge, both consciously and unconsciously, entire companies and services based on single representative data points.
Case in point:
I judge every hotel by the quality of the bathrooms. If a hotel can't keep the bathroom clean and well-maintained, there's no way the hotel doesn't have other issues.
Today I want to challenge you to consider your own coaching services. What element can you make remarkable to surprise and delight your clients and customers and stand out from other coaches?
What tiny change can you implement, with minimal effort and cost, that offers a disproportionate return?
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