This is going to be the shortest post I’ve done in a while, but hopefully it will be just as impactful; it’s about how one simple gesture can lead to a customer for life. I have written about Creating Customer Loyalty With Exceptional Customer Service once before, but this takes a different spin on it.
It’s all in the story…
We all have moments when we are faced with either deciding on a product or service; and when it comes down to choosing, we ultimately choose the business/person we have grown to trust.
But what if you, as the business owner is exposing your product/service to a potential customer for the very first time where they have no history to draw upon in evaluating your product/service?
This is when the little things… the small gestures… make all the difference.
I’m going to share with you a story of a simple, yet impactful gesture that made me a customer for life. In sharing this, I want you to take on thinking about what gesture(s) can YOU do that will get someone to be YOUR customer for life?
Hold that thought…
A couple of weeks away I got into a conversation with a couple of people on Twitter and some how or another the topic of coffee came up. See I’m a HUGE coffee drinker, while one of the people I was tweeting with was a tea drinker.
In jest I mentioned “where is @wisecoffee when you need her?” Now up until the point, her and I have chit-chatted on Twitter… I liked her, she liked me… we had a mutual respect for one another, but that was the extent of our relationship.
Anyway back to the story…
Moments later she pops up on Twitter and offered to send us ALL samples of her coffee! Cool! OK, so at this point, I’m thinking that’s pretty freakin’ cool of her, yet I really hadn’t planned on switching my coffee brand.
See what I havent’ shared with you up until this point is that I’ve drank the same brand of coffee since I was teenager! I love my Bustello. 
Don’t get me wrong, I’ve tried other brands, but I always went back to good ole’ reliable. Nothing like a hot cup of Spanish coffee. Mmmm… I can just smell it now. 
So anyway, a week or so later, I get a package in the mail enclosed with 4 coffee samples: 3 Latte & 1 Black. Nice!
But still, after realizing that all I had to do was add hot water to make it, my skepticism was in full force. What, I don’t have to put it in a coffee maker? What is this, Folgers?
Needless to say, after enjoying MY cup of coffee in the morning, later that afternoon, I gave her coffee a try.
Woooweee!!! Hot diggidy dog! Can I just say YA-UM!
Shock was an understatement! I actually liked it better than good ole’ reliable and it was organic coffee, which meant it was healthier (thus safer) for me to consume than my now 3-4 cups of regular coffee per day.
So what happened next you asked?
I tweeted the heck out of it. Told her I was hooked and was going to order some coffee right away!
Little did I know the price was a bit more than (OK, a lot more), then what I have been paying for ole’ reliable. But hey, sometimes you have to pay more for the things you truly enjoy in life, right?
Anyway, long story not so short, I became a customer for life. I will spend my hard-earned money buying this luxury coffee because a). It tastes good b). Her small gesture was enough to prove to me that she was someone I can trust and c). She backed it up with great service and a fantastic product.
Moral of the story: Small gesture counts, so start making them… a lot of them!
What small gesture can you make today to win someone over? Share with me below. And hey, while you’re at it, share this will you please? Show some love for @wisecoffee.
Image Credit
THAT’S A WRAP! HAVE A FABULOUS WEEKEND!
Michele, this is such an awesome post. I mean I had a smile on my face all the way reading it. Love it.
The gesture was nice and probably a small thing to do for her but that is why you appreciate it more. She didn’t have to do it, but she did.
This is really a great example of getting loyal customers with just a little effort
Thanks Brankica… I’m so glad you enjoyed reading it! It came from the heart. Funny how telling stories of true experiences can be so impactful. I was moved just by writing it. It makes ME want to do more as an entrepreneur, ya know?
Thanks for stopping in. Always a pleasure hearing from you.
Michele, I am smiling from ear to ear. Thank you, you do realize you have taught me much, your content , is full and valuable. You are so sweet!!
P.S With a membership ( one time fee $50), you get all your coffee at half the price, wholesale, I hope this makes you smile too.. Too Simple.
Keep up the Great Work..
Rhinda
Darn, didn’t know about the membership thing… ordered this morning. Oh well, next order. Unless it’s not too late to add it. Let me know.
As for the mention, my absolute pleasure!! You really made a huge impact with that one simple gesture… it’s very telling about the type of person and business woman
you are.
Keep it up and much continued success on your business!
Such a beautiful story Michele and a true testament to how powerful Twitter is.
You know, I am a Starbucks fan for life but I am always open to trying something new. Bring it on @wisecoffee
Have a great weekend !!
Isn’t Twitter great John? And to think I almost didn’t give it a shot at one time. Who’d figure.
Have a fantastic and joyful weekend my dear!
Hi Michele
Thats a great story, the real essence of customer service and a wonderfull way of promoting a product.
I have family in the restaurant business in the UK and my cousin does something a little like that as well.
Every so often he sits up a stall on the street and cooks select dishes on his menu, which then people get to sample for free and at the same time he gives them a flyer for a 2 for 1 offer to encourage people to make a reservation.
Doing this he has found he has a 95% retention rate of the people that take up his offer.
This has really given his business a boost and has got his name known around the local area for his unique approach, getting some free local press.
Michele its always a pleasure to read your articles, keep up the great work.
Hey!!! what do you think of what EzineArticles are doing with their membership structure?
I think it will be for the better.
Regards
Zahid
Hi Zahid,
You cousin is a smart man. I see this tactic occasionally in some places I shop and you know what? It always works!! Sometimes exposing potential customers to a taste of your product or service for free, it all it takes to get them in the door. Love it!
As for the EzineArticles saga, I say bravo! They took a heavy blow with Google’s Algorithm changes and they responded quickly and with a plan. They are getting a lot of heat from it not from their users, but I think in the long run it will be better for everyone who uses their services.
Thanks for contributing your cousins story. Hoping it will give someone else reading it some ideas for their business.
It’s amazing what one small gesture can accomplish. Coffee sample, food sample, an eBook, a Skype call to help someone out of a design jam, or lots more. People don’t forget these things and the biggest compliment you can receive is a referral and/or praise.
Great story and thanks so much for sharing.
Hi Jon,
I agree, a little goes a long way. I also should of pointed out that it should come from a place of sincerity; doing small gestures because you truly believe the other person would be happier after doing so. Ya know?
Pleasure meeting you and thanks for taking the time to stop by!
P.S. Just visited your site… nice!
Michele,
This is a great story and moral. It is the small gestures that count. There are not many companies that are willing to go the extra mile in this fast paced virtual world.
I like the fact that @wisecoffe has a quality product and she wanted you to know about it. That is what I call the hard sell. She would be remiss in not letting you know just how great her coffee is.
Hi Sheila,
I agree. Unfortunately there many businesses out there that have great products/services but because they are scared to make requests (sell) to others so they struggle. I can appreciate someone who believes in their brand and willing to put themselves out there. It’s what distinguish those that find success and those who don’t.
Thanks for taking the time to stop by Sheila… appreciate it.
Hey Michele,
I so enjoy reading stories such as yours, a true life experience. Proof that such a small gesture can lead to so much more. I believe the exact same thing which is why I am so accessible to all my readers, prospects and customers. I truly believe that if you show you care and take that one extra step, you can have a customer (and friend) for life.
Just what I needed to start my week off. So happy to hear that you found a new coffee that you love. Sometimes change is a good thing!
Adrienne
Hi Adrienne,
Thanks for the wonderful comment. I agree completely… make that little bit more effort that your competitors may not make, will not only set you apart from the pack, but make you that much more memorable and trustworthy; two very important factors in business.
As for the coffee, change can be a great thing!
Hey Michele,
Yeah I agree, organic coffee is pretty good. That was a great gesture @wisecoffee made, and it won her a customer for life.
I can’t think off the top of my head what small gesture I could make to win someone over, but this story definitely has some ideas rolling around in my head.
Thanks for sharing your experience Michele, and I would love to know the name of that coffee so I can try some for myself.
Hey John,
I’m sure you’ll come up with something brilliant! Remember don’t over think it. It may be as simple as a thank you/ birthday card.
As for the coffee, it’s called Organo Gold. I’ve only tasted the Latte so far, but I’m sure the other ones are great too. Shoot out an email to Rhinda. I’m sure she can send you a sample… she’s cool like that.
All the best.
Hi Michelle
Loved the story. Even though I am a tea drinker…would have given my samples to a dear friend who only ever drinks coffee
For my readers, if they order through my on-line store, I add a surprise gift to their order. And a handwritten thankyou card goes with it. Just my way of showing appreciation.
Patricia Perth Australia
I used to do the same thing Patricia! The free gift is great, but adding the personal, handwritten notes makes all the difference I think. It shows you care enough to take the time out to write something. Awesome!
Thanks for stopping in and I’m glad you liked the post.
That’s a pretty neat story. When people reach out and try to help someone, or they just go the extra mile for my business, they always seem to have a better chance at actually getting it!