Pansies And Tulips April 3, 2009Posted by Chuck Musciano in Leadership.
Tags: Customer Service, Relationships
Last fall, my wife bought some potted plants to put on our front porch. As winter approaches, she plants pansies in our front flower beds. The pots came with pansies pre-installed. For reasons that escape me, pansies like cold weather and bloom throughout the winter. As spring approaches, they wither and she plants new things for the new year.
This year, as spring approached and the pansies began to peter out, she got a pleasant surprise. Unbeknownst to her, there were tulip bulbs buried in the pots, underneath the pansies. As the pansies died, the tulips sprouted, providing a beautiful welcome to the spring. Even better, tulips are one of her favorite flowers, so the surprise was especially nice.
The pots weren’t advertised as having tulips in them. She wasn’t expecting tulips. Had the pansies gone about their business and died, she wouldn’t have been disappointed. But she got tulips. Without asking, she got bonus flowers that made her original purchase of pansies that much nicer.
Wouldn’t it be great if every purchase we made or service we provided had some hidden tulips in the bottom? How much happier would our customers be if we always provided a little extra surprise at no extra charge?
As you go about your job today, big or small, deliver the pansies. But make sure you plant a tulip, too. It may not sprout for six months or more, but imagine the smile you’ll bring when it does.