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