Gigi’s Cupcakes corrects a mistake with a little extra frosting for lagniappe


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#886 in the Purple Goldfish Project was submitted by Hank Blank of Adobe @HBatAdobe:

gigi's cupcakes raleighIn Hank’s words:

Gigi’s Cupcakes makes some unbelievable cupcakes. Their purple goldfish includes giving you a dozen cupcakes for the price of 11.

And that’s pretty cool. But they recently provided me with a PURPLE WHALE sized goldfish.

I had ordered, and pre-paid, 60 cupcakes for my wife’s birthday party. When I arrived to get them, there were no cupcakes. The order had been misplaced. The clerk quickly got the owner on the phone.

He immediately:

1. Gave me a full refund for the 60 cupcakes (no small expense for a small store).

2. Gave me 60 cupcakes based on what was in stock (some that had been on my list, some that had not).

We were a little disappointed because some of our favorites were not available, but the cupcakes were a big hit at the party. A prompt, painless resolution to an unfortunate situation. But it doesn’t end there.

Early the next week, I got a call from the owner, checking to see if the cupcakes for the party ended up working out. He then asked for my wife’s name and promptly sent her a gift certificate for a dozen more cupcakes!

I never raised my voice (sometimes its the squeeky wheel that gets the grease), and this small business owner not only did the right thing–he went above and beyond.

I will now (and am doing so here) recommend Gigi’s Cupcakes to anyone and everyone. Give them a shot–they are amazing.

Marketing Lagniappe Takeaway – When fixing a mistake, don’t consider it a make good. Go above and beyond to create a make great.

Today’s Lagniappe (a little something extra thrown in for good measure): In the words of Paul Simon to Mrs. Robinson, “Put it in your pantry with your cupcakes”:

Where is the lagniappe in your marketing? What’s Your Purple Goldfish?

Download the FREE eBook here

Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.


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