The word “lagniappe” comes to mind, which I believe to be a Cajun French term that means more than expected. You personally may recognize this practice as “putting the cherry on top.”
Regardless of what you call it, it has become important to exceed the value your customer has come to expect. This has much to do with the competitive nature of the travel business and every other business.
The sad news is that in many instances, today’s customers do not expect much. That is because over the months and years they have become accustomed to lousy service. They are growing tired of complaining and beginning to accept it as the way things are.
In theory, this is an indication that you don’t have to do much to impress today’s customer. But that’s not the route I’m suggesting today. I’m suggesting that you take the extra mile to not only satisfy the needs of your client, but to do so in a way that encourages them to refer you to their friends and relatives. In other words, it is high time we turn “good enough” into “Wow!”
Introducing the lagniappe principle to your customer-oriented game plan is no longer a luxury… or an option. It truly can be your differentiating strong suite. It is a “must.” No longer an option. A key ingredient.
You are probably better at this than I am, but here are a few ideas to help stimulate your imagination:
- Provide a map of the location with special attractions highlighted. This job can be made easy with the help of Google Maps.
- Furnish a “Special Road Safety Report” that you compiled over the months to remind them of the importance of remaining vigilant regardless of their final destination.
- Remind them that you are there for them 24/7 for any reason at any time. Make sure they realize that this is a genuine offer.
- Supply a ticket of admission to a hard-to-get attraction.
The key is to add just a little more value than expected. It does not have to cost much. It does have to border on the creative and more importantly, the meaningful.
I am sure this kind of thing is right in your wheel house.
Mike presents a business-building webinar on the third Thursday of every month sponsored by AmaWaterways. To receive a complimentary invitation send Mike an email with the phrase “AmaWaterways” in the Subject Box. You will also receive a link to the recorded version.
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