Customers are the lifeblood of any business, and how you treat them can make or break your success. Providing great customer service that exceeds expectations is key to leaving a lasting impression.
These memorable moments become the stories they share with others, turning satisfied customers into enthusiastic advocates for your brand. Lisa Ekstrom’s story, which you’ll find below, perfectly illustrates how going the extra mile can transform a routine interaction into something remarkable and worth talking about.
Surprising Your Customers
When listening to Lisa Ekstrom share a story about how she once gave a random customer a free flight just because they were happy with the service, it really got me thinking about how smart that move was. She mentioned something that stuck with me—when you’re providing great customer service, they might tell five people about it. But if you do something unexpected and go beyond their expectations, delivering exceptional customer service, they could end up telling ten people.
We all know how it feels when something goes beyond just “good.” Those are the experiences we remember, the ones that become stories we share with others. When you really go the extra mile for a customer, offering exceptional customer service, it’s not just a nice gesture—it leaves a lasting impression. It’s the kind of thing they’ll remember and talk about long after the fact.
Give Them an Experience to Write About
Take a look at any set of Google reviews, and you’ll notice a trend. People usually leave either a one-star review if they had a terrible time or a five-star review if they had an amazing experience. You hardly ever see someone giving two, three, or four stars. Why? Because we’re more likely to talk about experiences that really stand out, whether they’re great or awful.
So, what kind of reviews do you want for your business? Of course, you want those five-star ones. And how do you get them? By surprising your customers with something special, by giving them more than they expected. It’s not just about providing great customer service; it’s about finding ways to be memorable. When you do that, your customers won’t just be satisfied—they’ll become your biggest fans, telling everyone they know about how exceptional your service is.
Conclusion
In today’s competitive world, being just “good” isn’t enough. To stand out, you need to be exceptional, creating moments that resonate with your customers and build a lasting reputation. When turning a hobby into a business, it’s essential to make it a core component of your business plan. By doing so, you ensure that your business remains authentic and customer-focused, allowing you to offer something truly unique that sets you apart from the competition.
