Currently I'm reading a book PEAK by Chip Conley, founder of Joie de Vivre Hospitality, a large boutique hotel company in San Francisco. He talks about creating an experience, the unexpected WOW for the customer. He mentions the obvious - Apple stores, Harley motorcycles.
There have been lots of posts about customer service (mine included) but what about THE Experience? Where's the unexpected delight? The experience that makes customers evangelists who tell everyone. What a fantastic way to increase business without increased cost.
- What is the best service experience you've ever had as a customer in any field or service?
- What's the best service experience you've given or received in a real estate transaction?
Chris - when we had our good dinner in Naples recently, I ordered my filet mignon "4 seconds on each side", and Tami ordered her lamb chops "chef's choice". The chef was so impressed he sent us each a complimentary bowl of lobster bisque. We'll remember that chef and restaurant!
Maybe you can team with the pizza place owner and have some delivered to your next buyer for move-in day.
And what could we give away with a house? Not a matching cottage ... perhaps a home warranty, or a classy key ring, or a framed sketch of the house ... depends on how much we want to impress, I guess.