A Rose that’s more than a Rose

I heard a story about two elderly couples riding in a car. One old man said to the other, "You know last night we went to one of the best restaurants I've ever visited. The food and service were fantastic. You should both go there some time. It is a very romantic place to take your wife to dinner".

"That sounds great. Where is it? What’s it called?"


"You know, I've reached an age where my memory is not what it used to be. You'll have to help me here. What is the name of that red flower with a thorny stem that men give to their loved ones on Valentines Day?"

"You mean a rose?"

"Yes, that's it, a rose". Then he turned his head and called to his wife, "Rose, what was the name of that restaurant we went to last night?”

I was reminded of that story while doing a workshop for Rose Landscaping Company.

We were brainstorming about how the company could add a touch of warmth, kindness and personalization at the end of each landscaping job. One employee suggested leaving a beautiful long stem rose for the customer with a hand written note, thanking them. “It’s been our pleasure to serve you, Rose Landscaping.”

Wow! Is that powerful or what! The customer experiences not only the Unexpected Kindness but an image, fragrance (which is even more memorable) and beauty that accompanies that moment.

What does your customer remember about your business? Is there an image, symbol or personalized “touch factor” that is consistent and memorable? The only thing that’s more powerful than unexpected kindness (UK) is UK that reinforces your brand.

© Bill Drury, 2010