Do the Unexpected – Sarah Bauling

Sarah BaulingOne sunny Saturday I went off to our local store for my weekly grocery shop.
To put you in the picture – we had  6 cats, 5 dogs, 4 fish, 3 children and 1 husband – so a weekly shop always meant a trolley or two of STUFF.

Once the total had been rung up and I was paying, a lady came over with a BIG basket of chocolate slabs – she said “Thank you for shopping with us – please pick a chocolate”. Now under normal circumstances I wouldn’t have hesitated – the only problem is – I was on a health mission and chocolate was “the enemy”!
I politely declined at which point she looked at my teenage daughter and said “Would you like to pick one?” Clearly we weren’t easy clients that day – my daughter is a type 1 diabetic so chocolate is pretty much her enemy to – so she mentioned this and declined.

Now I know what you’re thinking – you’re thinking – what about your husband the other 2 kids at home, what about the dogs cats and fish? The truth is this – chocolate is my weakness and if I had dunked my hand into that basket that chocolate would not have made it past the parking lot – what can I say – I’m an addict!

The lady disappeared and just as we were out the store door she came running up to us with a diabetic chocolate in hand.
You might think “Big deal”.
I can tell you that a diabetic chocolate costs at least 30% more than a regular chocolate. As a Marketing Manager who has often run promotions  I was well aware that “promotions” of any sort had a budget – yet they had given us just a little more than they and we had expected!
No points for guessing where we continued to do our weekly shop – and even when the chocolate promo ended I was a loyal raving fan of that store!

So when it comes to exciting and delighting your customers – Do the unexpected, give a little more – the results will be those loyal, raving fans that we need and WANT in our business!

With 19 years of experience in the hospitality industry, Sarah has lived and breathed customer service and her simple, easy to apply tools are those that can be used by all!

If you are looking for a keynote speaker or trainer – Sarah would be honoured and privileged to be part of your next event or function!

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