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Jeff Toister

Customer Service Tip of the Week: Be careful with extras

Published about 2 months ago • 1 min read

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Hi Reader,

You're taught to always go the extra mile. You can't go wrong with giving a customer a little extra, right?

Well, sometimes you can.

Be careful when giving extras

Giving customers something extra can sometimes create a service failure.

  • A free dessert at a restaurant can backfire if the guests are already stuffed or watching their diet. Do they eat something they don't want or reject such a nice gift?
  • An upgrade to the deluxe package at the car wash can backfire if the customer is in a hurry and finds the smell of air freshener to be sickening.
  • Upgrading an airline passenger's seat to an exit row can backfire if it separates them from the rest of their family.

Try to see things through your customer's eyes before giving your customer a little extra. Ask first when in doubt.

It shows you care and it might help avoid an uncomfortable situation.

Bonus Info: Think twice before offering a freebie or discount after a service failure. There might be a better way to solve the problem.

San Diego CX Happy Hour

Are you in San Diego? Near San Diego? Want to come to San Diego?

I'm co-hosting a customer experience happy hour next week:

  • Date: Wednesday, February 19
  • Time: 5:30pm-7:30pm
  • Location: Stone Brewing Company, 2816 Historic Decatur Rd, San Diego, CA, US, 92106

Please RSVP here so we have an idea of how many people are coming.

Not in San Diego? Stay tuned for more meet-up locations soon.

Have a great week!
Jeff

PS. Next week's tip will be sent on Tuesday since Monday is a holiday in the U.S.
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Jeff Toister
The Service Culture Guide
619-955-7946
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5694 Mission Center Rd #264, San Diego, CA 92108
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Jeff Toister

The Service Culture Guide

I help leaders build customer-focused teams. Get weekly customer service tips to sharpen your skills or share with your team.

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