how to stay sticky

How do you show your clients that they matter to you?

I don’t mean over-serving or discounting your services. I mean crafting that thoughtful touch. Gifting that generous add-on. The ideas that cost a bit but go beyond their expectations.

Last week, I downloaded the Timeshifter app after its rave reviews by several jet-setting friends. It promises to ease the pain of jet lag by nudging your sleep schedule into a new time zone. Since I’m gearing up for an overseas trip and I’ve heard that I can get slightly cranky – only slightly – I decided to test it out.

After adding my flight info Timeshifter used digital magic to create a schedule for me. But a peculiar suggestion showed up. I’m supposed to spend time in the dark and at the same time sip on caffeine. This seemed contradictory, so I reached out to support to make sure it wasn’t a glitch.

Jacob the Support Guy replied right away. “The caffeine is to help you fight fatigue, while the light avoidance is to shift your circadian clock towards your new time zone. Jet lag can sometimes be a very counter-intuitive beast.”

Who knew? Not me. I sent a simple thank you and figured my support ticket would be closed out with a perfunctory “Have a great day!”

But not this time.

Jacob the Support Guy wrote back, unprompted. “Let me give you my little bonus tool,” he began, and walked me through what it’ll be like to be the only person awake on the plane. Compassion for my in-flight loneliness? I’ll take it.

Then, since I’ll apparently need to request coffee and water to follow the plan and won’t want to wake fellow passengers when I do , he sent me five PDFs I could use to hold up to flight attendants. They were all variations on this theme:

It was simply delightful. A gift I wasn’t even aware that I needed? The stickiness factor went through the roof after he sent that my way. I have more trust that Timeshifter is supported by a stellar team and reinforces my confidence that the app might actually do what it says it will do.

I’ve long admired Will Guidara and his Unreasonable Hospitality for its take on going beyond the basics. Guidara’s personal stories and insights from his time managing NYC’s Eleven Madison Park explores how business owners can create unforgettable experiences to transform their companies. His book was my first foray into the unforgettable experiences we can create for clients. Yet nothing beats experiencing it first-hand, thanks to Jacob going the extra mile.

How do you transform simple interactions into memorable moments in your business?

jill