When was the last time someone overdelivered?
Last year I upgraded my 2004 Nissan Maxima to a used 2014 Infiniti Q50.
Out with the cassette deck, in with the all-wheel drive hybrid sports sedan.
It being used, I missed the part where the overly enthusiastic sales person told me what all the 1,318 buttons do.
A month after buying the car, I accidentally drifted out of my lane on a deserted stretch of Colorado highway. To my delight, the radio volume dimmed so I could hear three quiet beeps quickly followed by the “robo-car” gently auto-steering me back into the middle lane.
“I DIDN’T KNOW IT DID THAT!” I squealed.
To my delight, this was a recurring experience in the next few months.
I expected a car that got me from point A to point B, but it continually overdelivered.
In Michel Falcon’s new book, People First Culture, he talks about “owning the dinner table.” My interpretation, do something so remarkable that it becomes the point of discussion at dinner that night.
Joey Coleman, in his book “Never Lose a Customer Again”, covers the idea of “making the required…remarkable.”
Think about it. What parts of your business are “required?”
Take the “purchase confirmation email”, for example. The requirement is “We’ve received your order, it’s on its way, let us know if you need anything.”
That’s the requirement. The minimum.
Today on the Cody Builds a Business Podcast, I go into 3 more examples of people who took those moments and made them unforgettable. Listen to the full episode here.