Consumers love to experience that WOW factor. Mystery shoppers are specifically trained to look for these experiences on their assignments, so it was particularly delightful for me when I experienced this on my way home from a speaking engagement in Virginia. I was several hours into the drive when I began to feel fatigued so I stopped at a popular fast food restaurant, which I’ve never patronized, to stretch and order something to drink. I was tempted by their selection of milkshakes so I ordered one. As I said, I was tired and on auto-pilot so I really wasn’t paying too much attention to the transaction. It occurred without incident and I took my purchase, which the associate placed in a bag, and headed back to my car to continue my journey. So far, this was a common, average, everyday, just ok experience but get ready. I am about to share with you what the associate did to make me a raging fan.
After starting the car, I opened the bag and there, just underneath the clear plastic lid, on top of the milkshake, were dots of chocolate syrup made into the shape of a smiley face! It might be a little corny, but I smiled all the way home. That associate made my day and I’ve been buying my shakes from that fast food retailer all summer.
- So what can you do with your products or product transactions to make them memorable?
- Remember, you may only get one chance to make a good first impression. Make that impression stick!
Use your products to make doing business with you memorable and you just may create customers for life!