Don’t satisfy your customers

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