Marc Haine breaks down surprise and delight as a customer engagement tool that doesn't require big spending. A thank-you note, personalized discount, or bottle of water on a hot day can strengthen relationships. The core question: how can you be a little kinder in everyday interactions?
Third key engagement tool that he used was surprise and delight. He let us know how to negotiate better pricing and leverage a slower month. He told us a little bit about what goes on behind the scenes when it comes to pricings and specials and that sort of thing. The surprise and delight stage doesn't have to be like a grand or outlandish gesture. It could be something as small as a thank you note, a personalized discount, or a little gesture like bringing a bottle of water to your customer on a hot day. It's more about making your customer's day a little bit brighter by doing little things that would make a huge impact. And you know, my mom is a perfect ambassador for this in that she recognizes kindness and consideration. And really, this is where this level I think really pops in. Is that if we could look at situations and say, how can I be a little bit kinder? How can I care just a little bit more?
