I was exiting a parking garage I frequent not long ago, on the first day of Spring, and was surprised to see the attendant out at the exit gate. (The garage uses a ticket system, so typically the attendant is in the booth awaiting the occasional confused patron or gate malfunction.)
When I got to the gate, the attendant said, “Happy Spring!” and handed me a small pack of Skittles candies. The package had a sticker on it that read:
Penn Parking Welcomes Spring! Thank you for your support!
As corny as it sounds, that made my day. And it wasn’t even a bad day before that.
But it’s that little unexpected extra. It makes a difference in spirit, but costs little. In this case, each packet of Skittles cost maybe a dime. The cost of the stickers was probably less than a penny each. There was a little time in making them and sticking them on. But that’s it. My guess is, most of the parking patrons that day were as happily surprised as I was. Something like this, as minimal as it is, can be the difference in a customer coming back again and again.
It reminds me of when I was a kid in the ’70s and eagerly awaited each new KISS album. One reason was that they were masters of what I’m talking about. Each album had something special in it—stickers, a poster, a surprise of some sort. While many bands do something of the kind now, KISS was nearly alone in this at the time (and largely mocked for their commercialism).
So, what can your business offer on occasion, your own little unexpected extra that customers and clients would remember and tell others about?