How to Add Surprise and Delight

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Stone Payton:
And we are back with Business RadioX Pro Tips. Lee Kantor and Stone Payton here with you. Lee, we’ve talked a little bit before, I think, on this whole idea of surprise and delight. But how do you add surprise and delight at the studio a little?

Lee Kantor:
Yeah, this is one of the great things that we have at our disposal. There’s so many ways to add value by surprising and delighting an existing customer. We do it all the time in here, and we kind of take some of this stuff for granted. So, we thought it was important to kind of articulate some of them. Now, the number one thing we do is the mug. I think handing them a mug is one, a coffee mug, a Business RadioX coffee mug. Those things are coveted like trophies. I can’t tell you how many meetings I’ve had months later, and they’re proudly in the cupboard, or on their desk. So, the Business RadioX mug is a great surprise and delight addition.

Lee Kantor:
Another thing we do is connect people. By being a connector and by just regularly thinking of people you can connect together, you’re helping two different parties, and you’re creating that ubiquity that keeps Business RadioX and your studio top of mind. Other things we’ve done – transcription, we cut out some people segments, create like a really compelling sound bite. You can even create a video for them with that sound bite. When we share the content, when they see their name pop up on the LinkedIn feed, or they’re tagged in a post on Twitter, Instagram, all of a sudden, that’s another thing, a happy memory of, “Oh, yeah, I was part of that show. That’s great. That was nice of them to do that. Another thing we do is with photos in the studio, when we take the time to take photos, or we ask them, “Hey, do you want us to take some photos with your phone?” Those are moments that you’re capturing and you’re capturing some of the emotion. And then, they’re going to feel that emotion later on.

Lee Kantor:
For some clients, we’ve invited them to invent events that we’ve been invited to. When we get invited to broadcast from an event, and we ask one of our prospects, or a client, or a friend say, “Hey, when did you become part of this?” That’s a way to surprise and delight. We’ve done custom mic flags. You have a client you’ve had for a while, make them a custom mic flag. So, when they show up in the studio, and there’s their logo on the mic flag next to your Business RadioX logo, they’re super proud of that. They take pictures with it. It really makes their day. And we’ve done custom intros, custom closes where you intro the show with their name, and their company’s name, and their website, and stuff like that. Anything you can do to help them get the word out to kind of make them more valuable for their customers is a great thing to do. So—and then, if you have any good ideas, send them our way because we want to share them with everybody.

Stone Payton:
Yeah. Well, actually, that’s an idea. Now that we’re saying is, maybe we should start a list of surprise and delight ideas that we can all tap.

Lee Kantor:
Yeah.