Delight them.
My last car was a second-hand Volvo. I don’t remember exactly what I paid for it, but I remember the sales experience. It still makes me happy when I think about it.
I am a delighted Volvo customer, and I often refer people to the same dealership.
Looking back at the experience, it’s a good lesson on why delighting your customers matters:
A satisfied customer will only remember the price. They’ll return if they believe you’re the cheapest.
A delighted customer will never forget the feeling. They’ll return even if they know you aren’t the cheapest.
Focusing on delight means going beyond expectations. It’s the added touch that creates a positive emotional connection.
If you can create delight, you’ll build loyalty beyond price, inspire positive word-of-mouth, and drive repeat sales.
And create a brand that stands for more than just price.
So, don’t satisfy your customers. Delight them.
“Tomorrow morning, when you look in the mirror after you’ve gotten up, just write — put it in lipstick or whatever you want on the mirror — just put ‘delight my customer,’
“The phrase is not “satisfy my customer,”
“Any business that has delighted customers has a salesforce out there. You don’t have to pay them, you don’t see them, but they’re talking to people all the time.”
~ Warren Buffet