Tag Archives: delighting customers

Don’t ruin the surprise!

giving surprises

It’s my birthday today, and my husband is away, helping out a friend in France. I think it’s the first time in our 34 years of marriage we’ve not been together for at least some of the day on my birthday.

When the phone rang yesterday morning, I answered it with my normal greeting “Good morning, Caroline Cooper”. So the call didn’t exactly get off to a good start when the voice at the other end said “Is that Clive Cooper?”

When I went on to tell her he was away, she proceeded to tell me she was calling from an Interflora florist about the delivery of flowers for today; completely ruining the element of surprise!

To add insult to injury, she wasn’t allowed to discuss it with me (despite the fact that the flowers would be addressed to me) as I was not the person who had ordered them. Oh well, I just hope I’m not disappointed when they arrive!

Rather than ruining surprises we should be creating them instead.

That’s what GLUE does.

GLUE stands for Give Little Unexpected Extras, and this is a concept which works equally well for your team as it does for customers.

  • Giving little unexpected extras means firstly that you give something, so you’re not necessarily expecting anything in return; it’s not intended to be reciprocated, it’s simply being generous.
  • Little, means it doesn’t have to be anything lavish, it could be as simple as a thank you card. It’s not a big deal, but is actually something that means something to the individual.
  • It’s unexpected, so that means that not everyone is going to get otherwise is no longer surprise.
  • And it’s something extra, something over and above what you normally do, offer or include

So let’s think of a few examples:

  • It could be that one of your team members are about to go on holiday, they’ve put in extra effort over the last few days so as a thank you, you give them the opportunity to go home a couple of hours early to get sorted and packed.
  • It could be as simple as putting a little thank you card in the post, to a customer saying we really appreciate your business, or to a team member saying thank you for helping out or going above and beyond on a particular project or event.
  • It could be as simple as this, you see it’s raining, and the customer doesn’t have an umbrella, so you find them an umbrella to see them on their way.
  • Or a customer mentions something you don’t normally stock, but you go out of your way to find it for them
  • Gift wrapping or packing something with a personal touch or greeting because you notice it’s for a special occasion
  • Including something extra just because you think they’ll appreciate it due to e.g. the weather, time of day, who they have with them.

All these are spontaneous unexpected extras – all of which are tailored to the individual and the situation. They’re simple little gestures that don’t cost much.

They are all things that are low cost to you but which the recipient will really value.

So, make your ‘extras’ relevant, well timed and personal.

Start by giving little unexpected extras  to your team, so they are on the receiving end and they know how it feels.

And then give them licence to give little unexpected extras to your customers.

Take action

If you only do one thing, add some GLUE for someone today – whether it’s their birthday, as a thank you, or simply to let them know you care about them.

Related video: https://youtu.be/aWQtQx8tMtU

Related post: https://www.naturallyloyal.com/employee-recognition/