Remember the last time you saw one of those T.V. commercials for "Miracle Grow?” In one scene, plants look dingy, lifeless and dull. After being treated with Miracle Grow, they become beautiful, full and productive.
I think kindness is the miracle grow of client retention. In fact, I believe companies could see and instant 5% increase in customer loyalty if they consciously began to do little things that expressed thoughtfulness to customers.
Kindness does not have to be something big. It has to be something unselfish and thoughtful towards the other person. One night, my sweet wife Carol and I were out to dinner and she had a beautiful selection of fish on her plate. “I forgot to get some tarter sauce,” she commented to me. I cheerfully jumped up and said, “I’ll get it for you baby!” I was shocked when later that night she reminded me of this, “thank you for getting my tater sauce! When you do little things like that it makes me feel loved.” (I did not mention to her that I also needed cream for my coffee! Take every opportunity, guys, to take a step forward!)
She reminded me that little acts of thoughtfulness are powerful.
What could you do today, as a business, to sprinkle some miracle grow on your customers?
© Bill Drury, 2010
© Bill Drury, 2010
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