Surprise – Customers don’t really want to be delighted by you. They just want to “get on with their lives”
This makes perfect sense when I am the customer. When I walk into my bank, I just want to get in and get out of the bank as quickly as possible (with the correct transaction). In fact, I am more likely to stand in line at the ATM, than to stand in line for a teller.
I wouldn’t be any happier if the bank handed me a toaster while I waited in line. I like toast, but that’s not why I go to the bank. The toaster doesn’t have a positive impact on my loyalty.
Instead of focusing our efforts on getting customers to say, “You delighted me.”
We want them to say, “That was easy.”