S3Corp. Tech Blog

Introduction

Every business is expected to provide good customer service. It’s a basic expectation that customers will receive competent, reliable service when they engage with a company. However, true success in the competitive market comes from delivering service that not only meets but exceeds expectations. This is where “gourmet” service stands out. It’s not just about getting the job done but about making the process memorable. In a world constantly filled with distractions and new experiences, customers are drawn to businesses that create strong emotional connections. To turn customers into loyal advocates, you need to add something extra. Chip Bell, a customer service expert and author of Sprinkles: Creating Awesome Experiences Through Innovative Service, offers eight key strategies that can transform your service from good to unforgettable.

1. Make Passion the Spice of Service

Passion is contagious. When employees show genuine enthusiasm, it resonates with customers. As Chip Bell points out, today’s customers are weary of lifeless, indifferent service. They crave energy, excitement, and a personal connection. The typical service encounter can feel mechanical and uninspiring, but by adding passion, you can turn it into something much more engaging. When customers feel your energy and excitement about serving them, they respond positively. It’s that extra spark that makes an ordinary interaction memorable. Passion fuels the experience, creating a lasting impression. It’s essential that your team doesn’t just go through the motions but actively engages with customers, showing them that they are valued and appreciated. Service isn’t just about fulfilling needs; it’s about creating an emotional impact. Passion is the key ingredient that can help achieve that.

2. Always Add an Extra Helping

One of the simplest ways to impress customers is by giving them more than they expect. Judith Olney, a cookbook author, advises that when serving a hot fudge sundae, you should “always serve too much hot fudge sauce.” The same applies to customer service. Whether it’s a free add-on, extra attention, or a small gesture of kindness, going above and beyond signals to customers that you truly care. This practice not only surprises customers but also builds trust. When they feel that a business is willing to give them more than they expected, they’re more likely to return and recommend the service to others. This “extra helping” doesn’t need to be extravagant; it can be as simple as remembering a customer’s preference or offering a discount for no reason. The key is that it should feel genuine and unexpected. The return on this investment is customer loyalty.

3. Put a Cherry on Top of Great Service

Sometimes, small additions can turn good service into extraordinary service. Billy Rivera, the owner of Karaoke Cab in Charlotte, North Carolina, found a unique way to transform an ordinary taxi ride into something special. By offering customers access to a library of over 39,000 songs and encouraging them to sing along, Billy has created an experience that turns a mundane service into a fun and unforgettable one. The result? Customers are often so entertained that they ask him to keep driving around just to finish their song, despite the meter running. The “cherry on top” here is not just a free perk, but a thoughtful touch that elevates the entire experience. It goes beyond delivering what was promised and adds an extra layer of enjoyment. When you find a way to surprise customers with something delightful, it helps build a stronger, more emotional connection.

4. Give the Greatest Thing Since Sliced Bread

Sometimes, the simplest gestures can create the most lasting impact. At a restaurant in Mechanicsburg, PA, a waitress offers customers a complimentary to-go cup of coffee as they pay their bill. While coffee is a small item, it’s a gesture that customers don’t expect, and that makes it special. This type of value-added service shows that the business is thinking of its customers beyond just completing the transaction. It’s about creating a moment that feels personal. Offering something unique, even if it’s small, can leave a lasting impression. This unexpected gesture, which requires little extra effort, can make customers feel special and appreciated. It’s about adding a touch of originality that differentiates your business from others. In a market crowded with similar services, these personal touches can be the difference between a one-time visit and long-term loyalty.

5. Customers Enjoy Borrowing a Cup of Sugar

Trust is the foundation of any lasting customer relationship. When you build trust, customers see your business as more than just a service provider. They see you as part of their community. As Chip Bell points out, the word “trust” itself contains “us” in the middle. This underscores the idea that trust is a mutual bond between the business and its customers. When customers feel trusted, they’re more likely to reciprocate that trust with loyalty and repeat business. One way to foster trust is by treating customers as part of your company’s family. For example, offering them helpful advice, being transparent, or going out of your way to solve a problem can help build this relationship. Customers want to know they are valued, and when they feel included in the company’s “family,” they are more likely to stay engaged and committed.

6. Let Your Customers “Lick the Beaters”

A big part of building customer loyalty is involving them in the process. Customers feel more connected when they can actively participate in the service experience. Chip Bell uses the example of letting customers “lick the beaters” to emphasize the importance of shared experience. When customers are invited to take part in a service process or provided with opportunities to contribute, they are more likely to feel invested in the outcome. However, it’s important to strike a balance. Not every aspect of the customer journey should involve participation, but when it’s appropriate, offering customers a chance to contribute can make the experience feel more personal. Participation can range from giving feedback to engaging with a product in a more hands-on way. The goal is to make customers feel that they are part of the experience, not just recipients of it.

7. Be as Easy as a TV Dinner

Ease of access and convenience are critical in today’s fast-paced world. If your customers have to jump through hoops to get what they need, they will likely look for alternatives. Jill Applegate, a business author, recommends making the customer experience so simple that there’s no reason for customers to consider other options. This might mean offering an easy-to-use website, streamlined mobile access, or simplifying the purchasing process. When a business removes barriers and makes transactions effortless, customers feel valued and appreciated. The easier it is for customers to interact with your business, the more likely they are to return. In fact, simplicity and convenience are often the most overlooked but most effective ways to build customer loyalty. Businesses like Amazon, which focus on convenience and ease, have set a high standard for customer expectations. In a competitive market, ease of use can be the deciding factor between winning and losing a customer.

8. Be the Icing on Your Customer’s Cake

Good service fulfills customer needs, but exceptional service creates an experience. Chip Bell’s analogy of the icing on the cake highlights how an experience can make a lasting impact. While the service should always meet basic needs, it’s the additional, unexpected pleasures that customers remember. It could be a small surprise, an extra service, or a personalized touch that makes the entire experience feel more rewarding. Customers want more than just the minimum. They want service that makes them feel good, that exceeds their expectations. These extra touches—whether in person, through a mobile app, or during the online ordering process—make all the difference. When customers leave not only satisfied but delighted, they’re more likely to return and share their experience with others. The icing is the final, memorable touch that turns good service into unforgettable service.

Conclusion

Good customer service is necessary, but outstanding service builds lasting relationships. The eight strategies outlined by Chip Bell provide a roadmap for creating remarkable customer experiences that not only meet expectations but exceed them. By infusing passion into service, going the extra mile, and making customers feel valued and involved, businesses can turn one-time interactions into long-term customer loyalty. When every customer experience feels special and personal, it strengthens the emotional connection between the company and its customers. Whether your business operates in the software development outsourcing industry or in any other field, these principles are universal. In a competitive market, customer service can be the key differentiator that sets you apart from others. By adding a little extra effort and thoughtfulness, you can create experiences that turn customers into lifelong supporters.