My teenage daughter and her three friends decided to go to our local mom-and-pop pizza restaurant to have dinner as a group last weekend. They pooled their money together before they went and figured they had enough for a medium pizza and drinks for each.
Unfortunately, after taxes and tip came into the equation, they just had enough for the pizza and a single small drink to share – with 5 cents left over.
When delivering the order to the table, their server noticed the single drink. Now the server could have done the expected and offered them glasses of water but instead she did the unexpected. She gave each of them a soft drink free of charge.
The drinks cost the restaurant pennies but the impact was huge. By making this unexpected gesture they created brand advocates out of these girls who are now spreading the word about this great restaurant to all their friends.
Give your employees the power to do the unexpected for their customers. Yes, there is a cost associated in doing so but the results are priceless.