#779 in the Project was submitted via a tweet from James Sorensen (@expertinservice) who cited a blogpost:
When a bride-to-be arrives for a one-hour cake consultation, she meets with one of the owners and gets the kind of customer service that so far has kept bridezilla at bay.
“We invite them to sit down and have a coffee or tea on the house, then present them with a variety of cupcakes and cake flavours so they can try the full range of our products,” says Ms. Bell.
Guests are then asked about their wedding plans. Ms. Bobbitt and Ms. Bell want to know how the dress hunt is going, or whether they have found a caterer.
“Growing up on Martha Stewart, it really is just part of who we are,” says Ms. Bobbitt. “We really want that day to be special for people. You have to be able to put yourself in their shoes and realize that it’s the focus of their life at that time.”
Today’s Lagniappe (a little something extra for good measure) – All this talk makes me hungry for some CAKE. If I don’t get any soon, will I survive?
Lagniappe defined: A marketing lagniappe, i.e. purple goldfish, is any time a business goes above and beyond to provide a ‘little something extra’. It’s that unexpected surprise that’s thrown in for good measure.
How do you stand out in the sea of sameness? How do you win repeat customers and influence word of mouth? Are you Giving Little Unexpected Extras?
What’s Your GLUE?
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By giving out more than expected, it’s effective not just for bridezillas but for any form of high strung customers. It doesn’t hurt to apply this mode of practice into everyday business transactions, which is an effective way to building loyal customers.