Adding more value

In an earlier blog I mentioned how my wife's trip to the vegetable market got me thinking about 'value-added' being adding a positive human interaction to the transaction. Well, last week I had the pleasure of being a receiver of such 'value-added'.

Knowing I was going to Spain for a couple of days I telephoned and booked a car from a rental company I've used the past. Although I'd agreed the price, nevertheless I felt that it was on the high side so I decided to check alternative prices on the web. Sure enough it looked as if I was paying about 25% over the web rates. Hmm, I thought "it better be a fabulous car!"

I arived at Malaga airport at midnight. The rental guy was waiting for me. He treated me like a long lost brother, said I was to his company a 'friend' not a 'client', knew all my driver's details from the last time (3 years ago), handed me the car, told me he'd be waiting for for me on my return and gave me his mobile number in case I had a problem. It could have been all bullshit, but it made me feel great. By the time I was driving away from the airport, I had already decided I'd use them again in the summer.

Here's the thought - next time you say to a prospect that your company provides added value, ask yourself, "how do my customers experience it?"

That fabulous car? I think it was a small non-descript hatchback. Who cares?!