MBA1804 How to Wow Your Customers With Little Things

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Hey O welcome to the Hundred Dollars NBA show your daily business workout every single day with our daily 10 minute business lessons for the real world. I'm your host, your coach, your teacher Omar Zenholm. I'm also the co founder of Webinar Ninja, an independent software company I started with my co founder back in 2014. And in today's episode you will learn how to wow your customers with little things. Making a powerful and positive impression on your customers doesn't have to cost an arm and a leg. The smallest gestures can go a long way. Not only will it make your customers happy, they're going to tell people about this amazing experience because it's so novel. They're going to continue to buy from you. Or at the very least they're going to be happy that they bought from you and won't have buyer's remorse or ask for a refund. So if you're looking for ways to make more sales from current customers, get more word of mouth marketing and increase customer retention, then this episode is for you. So let's get into it. Let's get down to business.

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I first learned about this strategy how to wow your customers with very little things from Derek Sivers When I read his book Anything youg Want. Derek did something that cost him absolutely nothing, but made an incredible impression on his customers. And that was sending a very creative and thoughtful confirmation email to all his customers. Typically, when you order something online, you just get a standard confirmation email. Hey, this confirms your order. Here's your receipt. Thanks for shopping at this store, derek said. This is a very, very good opportunity for me to make a great impression. People are waiting for this confirmation email. They're checking their inbox. I have their full attention. Let me delight them now. I'm not going to read you Derek's actual confirmation email. You can actually google it. Just go to Google and write Derek Sivers confirmation email and I'm sure you will find it. It is worth a read. But just to give you an idea, he created a great little story and painted a picture for each customer of how happy and excited the whole team is that they bought from his company, CD Baby. It's funny, it's cheeky, it's memorable, and of course it's viral marketing. People loved it so much they forwarded the email to their friends. They told their friends and family about CD Baby because of the confirmation email. It cost him nothing but a little creativity. So what else? What else can you do to wow your customers with very little investment? Well, let's stick to email. One of the ways you can do this is to write delightful emails. I learned this from Matthew Kimberly, who gave an amazing workshop to our webinar Ninja members and his whole theory is, hey, instead of trying to send emails to everybody on your email list with blog posts and infinite tactics and tips, just send emails that are fun to read, that are interesting. You can share stories from your childhood or your plans for your next vacation and people will read them because they'll find you interesting and that can just be refreshing. Different people can get to know you and then every once in a while you can send a simple email that says, thanks for reading my newsletter. By the way, I sell stuff. Click this link to buy my offer. Another strategy that we've used in our business are tiny gifts. Small Little gifts that we send to our customers when they buy, we ask for their mailing address. We actually email them and say, hey, can you fill this form? We want to send you a little something. Yep. This kind of ruins the surprise a little bit, but the anticipation is pretty cool. They're like, hey, cool. They're going to be getting me, giving me something in the mail. And it could be something as simple as a small box of chocolates, a book that you absolutely love, or a gift card to your favorite coffee shop, or even just like Uber eats. It doesn't even have to be that creative. It's just the idea that you thought of them and they got something from you. It's like a gift in the mail from a company. It's pretty cool. They'll remember you. They'll tell other people for sure. Sure, they'll tell people in their household at least. And it allows your customers to feel loved by you. This lowers churn. This increases customer retention. This increases customer loyalty and nps. And it costs you pretty much nothing. If your customers are spending 2, 3, 4, $500, $1,000, $5,000. A $10 gift card or a $15 book or box of chocolates is insignificant to the impact that that gift will make. If you have a type of brand that's fun and creative. For example, our brand webinar Ninja, sending our customers a caricature of them as a ninja would be pretty cool. It's novel. It's different. They wouldn't have thought of it. It also shows effort. Like you got an illustrator to, you know, take their picture and turn into a caricature. You can then turn that caricature into die cut stickers. How cool is that? And send a bunch to your customer. Anything that shows that you are taking a little bit of time out to be creative and give a special gift to a customer is great. Something that a lot of companies do is they ask for their birthday when checking out or as a post checkout question, and they'll say, hey, on your birthday, we will send you a gift card or a discount code. And yes, they do that. But they also might even send them a birthday card in the mail. I know even some companies that send their customers a birthday cupcake on their special day. How can you not love a business that does that? If you have a physical business, you can definitely exploit a lot of opportunities here. Just think of what are some of the pain points or the things that people hate about your market, your industry, Whether you're in the restaurant industry or in the entertainment industry. For example, I recently went to a hotel called Ovolo Nishi. It's a very niche kind of boutique hotel. And they had a few little touches that made a world of a difference. One of them was that they incorporated a late checkout into every booking. So you didn't have to ask for a late checkout. You could check out all the way until noon. I just thought that was really cool. I was calling for a late checkout and they say, hey, all our stays include a late checkout to noon. And I was like, that's amazing. That is awesome. I don't have to pay extra. It's such a little thing, but it's so annoying. It's such a pain point in my experience in other hotels. What is another little thing? Well, I walked into the room and they gave me a little bag on the nightstand that had little goodies, a bag of chips and some gummy bears. And it had a little note for like when you get the munchies at night. That's so cool. That little bag of chips and gummy bears cost them maybe A$2 and they may even incorporate in the price of the room. But it's such a nice little touc. Most other hotels charge me an arm and a leg for a bag of chips or a piece of candy and you kind of want to stay away from it. Speaking of which, another thing they had was an unlimited mini bar. They literally had a fridge full of drinks and I can have as many drinks as I like and they will fill it up every day. Again, one of the annoyances of other hotels is like, oh man, I really want what's in that mini bar. But it's so expensive, I shouldn't. And you have that guilt. They remove all that and make it so enjoyable. And again, they most likely incorporate it in the price of the room because it's a little bit pricier than other hotels. But I am looking for other oval Onishi branches because that experience as a whole was so delightful. I felt cared for. I felt like they actually went the extra mile and it was a different experience. So even if you have a physical business, you could definitely do these little, little things that make a world of a difference.

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To wrap up today's lesson, sometimes you just need to step away from your computer, grab a paper and pen, go for a walk outdoors, and brainstorm some simple ideas to win the hearts of your customers. To delight them, just brainstorm. Drop down some ideas on paper. It doesn't have to even be expensive or over the top. Just write down anything that comes to mind. Try something out, do it for a month or two and see if your customer retention increases, your sales increase, your website traffic increases. Your most valuable asset is your customer list. Right? The people that are happy with you. So invest in that asset. You won't regret it. Thanks so much for listening to the $100 MBA Show. Make sure you hit subscribe so you don't miss the next episode. By hitting subscribe, you get the next episode automatically. It's absolute free to subscribe, of course, so go ahead and do that on your favorite podcast app. Whether it's Stitcher Radio or Apple Podcasts or Himalaya, we're on every single platform. So go ahead and hit subscribe right now. Before I go, I want to leave you with this. One of the first little things I tried in my business to delight my customers, especially when I was small and I was getting, you know, five, six, seven, ten customers a day. At the end of the day, I would look at my customer list, I'd see all their names, and I would shoot a 10 second video for each customer and send it to them via email. That simple. I literally would say, hey, Nancy, thanks so much for being a part of Webinar Ninja. I just wanted to personally shoot this video and say thank you. See you inside the community. That's it. Stop recording. And then I would drop the file in an email. It was small enough as an attachment. I could just do that. And that little small thing, a personalized video. Yeah, it doesn't scale, but when you're getting started, it's something small that you can start with. And you can do that can wow your customers. Thanks so much for listening and I'll check you in tomorrow's episode Q and A Wednesday. I'll see you then. Take care.

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