I recently went into the local Lexus dealership to get a new key made for my car. I've owned two Lexus' over the past seven years, but have never been to a dealership. I preferred working with salesmen in leisure suits.
While I was waiting, they offered me donuts, a full candy dish, coffee, hot chocolate, a complimentary car wash and pedicure. (ok, so I made up the pedicure but they probably would have if I asked.) As I was getting ready to check out they mentioned a 12-month service package that was reasonable and included unlimited car washes.
That means I can stop in and have donuts and hot chocolate any time I want my car washed. Life doesn't get much better than that.
I call this the Lexus Effect. Every business needs it, but few take the time to implement this kind of service. It doesn't have to be donuts and a car wash; just a little something extra to let clients know they are important and you care.
Currently, I send a "Thanks a Million" package to my new clients to let them know I appreciate their business. One loan officer I know gives a book at application, like Dave Ramsey's Total Money Makeover and other financial-type books. Some companies have warm cookies and drinks available when clients come in. There are many ways to make your client feel special and the cost can be minimal but your return on investment will be great when those clients refer their friends and family to you.
