They loved it. Can you guess why?

How to improve customers' opinion of your service (9 of 9): Surprise and delight them

It said, "This is one deal you won't get fired for blowing". Everyone who got it were shocked to find what was inside. Shocked because they were senior officers of New Zealand's largest companies and we'd sent them a complete bubble blowing kit to promote a vehicle lease.

They loved it. Not just liked it, actually loved it. Can you guess why?

They loved the bubble blowing kit because they were delighted to receive something that spoke to them as a person, a father, mother, grandmother, grandfather and not just a client, company or business entity; a real human being. They were surprised because the last thing they expected to receive from their conservative vehicle leasing and heavy equipment finance provider was something they could have a laugh over, or take home to their children.

It's not surprising that this fun campaign made such an impact - and by impact, I'm referring to the hundreds of calls we got from customers thanking us for the campaign (or to ask for more sticks because "...my secretary broke mine..."). It made an impact because we recognized what Horst Schulze, former Ritz-Carlton president, says is the three things that customers want; "Customers want quality, defect-free products. Customers want timeliness; they don’t want to wait for it. [and] Customers want people to be nice to them with caring service".

It's easier than you think to show customers that you care. And you can have fun doing it too. 

 3 fun ways to show customers that you care