Empower Your Employees to Pleasantly Surprise Your Customers

This morning I walked into a particular suped-up convenience store/gas station for the first time and marveled at what I saw. I hadn't been into one for a long while (about 12 years), but this one was much nicer than I remembered. I had to ask an employee where the coffee was, and he drew me a map on scented paper.

Kidding! Kidding! But he did point me to where I needed to go, being sure to address me as "my friend."

I was lucky enough to have enough time this morning to evaluate my options. There were a lot of them. While making my selection, I made a mental note about which one I would have to try next time.

I went to check out, and the same attendant was there to ring up my order.

"Is this the first time you've been in [one of our stores], my friend?"

"It is," I somewhat regretfully replied, now realizing what I had been missing.

With one graceful movement, he tore a coupon from a book he had at his station, good for one free coffee.

"Please come back soon."

"I will," I assured him, and I left with a smile.

A free coffee is such a small gesture. But this establishment was committed to getting me to return, so they empowered their employees to not only encourage my return, but nearly guarantee that I will.

Some companies would be nervous about letting their front-line employees give away free stuff. Perhaps the opportunities for doing so seem somewhat limited. Whatever they decide to do, I advise them to find a way to, as Drew McLellan recommends, pleasantly surprise their customers -- especially the ones coming in for the first time. - Cam Beck