I am sure you have heard the saying that it’s the little things in life that make the biggest difference. The same can be true regarding your customer experience. The little things we do in our business can make or break an opportunity to create an experience that is memorable to our customers. Unfortunately not all businesses realize that. Let me share with you a lost opportunity to do a small thing to create a bigger and better experience.
My mother-in-law recently purchased lamp shades at a specialty store here in Charlotte. She had to travel quite a distance from her home in order to find the particular size she was looking for. She was delighted by her purchase and returned home. After putting the shades on her lamps, she noticed that the ‘chelsea’ cap she brought to the store to hold the shade was missing. 
She then realized she had left it at the store. Her mom immediately called the store to make them aware of her dilemma. She then asked if the store could mail the small part to her home since it was a good distance away. The store explained that it was not possible and that she would have to return to the store to retrieve the part. Are you serious? Look how small this part is? Not to mention she spent over $140.00 for the shades.
A week later, my wife and I happen to be in the area and stopped by to pick up the left behind part. My wife shared her mom’s disappointment in their decision to not mail the item to her home. The clerk stated that she travels to the same area and could have delivered it to her. Really! Why didn’t someone suggest that when my mother-in-law first made the call? Why didn’t someone make the decision to help her mom out and mail it?
Obviously, the store lost an opportunity to create a magical experience. How much do you think it would have cost the store to place the small item in an envelop and mail it? Less than a dollar. Why inconvenience their customer over such a small cost? What were they thinking? Better yet, why not exceed expectations and send her mom two brand new ‘chelsea’ caps? Do you that would be magical? I wonder if the store even cares?
You only have one chance to make a great impression, particularly when a customer is not satisfied. Most of the time it comes down to a simple yet small choice to create magic or not. That’s it! Do you think my mother-in-law will make another purchase in that store or refer others? I don’t think so.
Here a few tips to help guide you.
1. Have a plan for when things can possibly go wrong and make sure the result is a positive experience for your customers.
2. Empower your staff to make those common sense decisions in order to please the customer.
3. Follow up with your customer with a sincere apologize and show that you truly care.
4. Exceed expectations by providing a little extra in the process.
While reading this example, I am sure many of you would agree with me but sometimes common sense is not always common practice. Most of the time, using common sense can be a good decision. Just put yourself in your customer’s shoes. Think what would satisfy you if the situation was reverse. Thinking that way will often satisfy your customers. Don’t miss out on an opportunity to provide a small thing to create a bigger positive memorable customer experience. It will surely be “MAGICAL”!
Always Wishing You Magical Success!