The “Something Extra” That Keeps You Coming Back

Recently I needed to use Bing instead of Google and while I was there, I grabbed a map to a meeting.  As I drove to my destination, I noticed the last item on the list of directions: “If you pass Main St., you have gone too far.”  Clouds parted, there was choral music, the sun came down in a beam to hit my car, you get the picture. What’s all the fuss about?  I am completely directionally challenged.  I can’t get anywhere without a map and my GPS and even then I screw it up.  So the standard map I get from Google and others is okay, but I never have the confidence that I’m in the right place until I arrive.  This little statement at the end of the direction list gave me the confidence I needed to get there without as much stress. Nice.

So what things do you offer your customers that would relieve stress like this?  For instance, a client has a problem and you need to research it. What if instead of just telling them you will call back, tell them you will call back by a certain day/time.  And then tell them if for some reason they haven’t heard from you, they can call you.  Now, they can put this issue out of their minds until that day / time.

Another great way to do this is to ask customers how they use your product/service/website/etc. If Google had called I would have told them I print a map to go with my GPS because I need something else to make me feel better about getting somewhere. In talking, they would have gotten the need for that little statement at the end of the directions.

So now I have officially switched to Bing. Between Google’s new privacy policy and Bing’s superior maps, I’m sold. (I’m also a third of the way to enough points to earn a Starbucks card!)  What other services have you found that add that little something extra that keeps you coming back?