102 WAYS TO SURPRISE & DELIGHT

YOUR CLIENTS

REPEATABLE ACTS THAT MAKE OFFICE VISITS DELIGHTFUL

THE LITTLE THINGS THAT MAKE CLIENTS FEEL VALUED

PRACTICAL ASSISTANCE THAT MAKES THEIR LIFE EASIERWANT CLIENTS TO TALK

ABOUT YOU TO FRIENDS AND FAMILY? MAKE IT A POINT TO GENUINELY SURPRISE AND DELIGHT THEM. THERE ARE SO MANY OPPORTUNITIES TO TAKE WHAT YOU KNOW ABOUT CLIENTS, DO SOMETHING SPECIAL ABOUT IT, AND CREATE MEMORIES THAT WILL LAST A LIFETIME.

1. Answer the phone with a warm smile that says all on its own, “I’m so happy it’s you.”2. Send a text message a few hours before the appointment to say you and your team can’t wait to see them.3. Start a playlist of their favorite artist or songs when they arrive.4. Open the door for your clients or come around the desk, pause and make eye contact so they see your face fill with excitement as you genuinely greet and welcome them.5. Ask about something you learned from their last visit.6. Serve refreshments prepared just the way they like or recommend something new based on their preferences.7. Express simple gestures like, “I remembered you like [INSERT TOPIC]. Here is an article I saved for you. It’s yours to enjoy and share.”8. Personally escort clients to the conference room, pulling out the chair for them as they see their name and welcome message on the presentation monitor.9. Hire a mobile detail service and offer to have your client’s car cleaned during their appointment.10. Send a text message after the appointment: “Thanks for sharing part of your day with us! We really appreciate you.”

36. Mistakes, even tiny ones, still impact clients! Accept responsibility, fix the error, and send a gift with a handwritten note to apologize and thank them for the chance to make it right.37. Regularly review and simplify internal workflows to streamline the customer journey.38. Give away useful branded swag like coffee mugs, totes, microfiber cloths, water bottles, and umbrellas. 39. Handwrite thank-you cards on quality stationary after each appointment to clearly express gratitude and allude to future engagements.40. Mail clients their favorite tea, coffee, chocolates, or gift cards “just because.”41. Thank clients for suggestions or feedback that make your practice better with a personalized card and photo.42. During your travels, pick up a small gift that makes you think of them.43. Spontaneously invite a client out for a drink, coffee, or dessert.44. Share fresh produce from your homegrown bounty, co-op, or farmers market.45. Invite clients, who may not have family nearby, to participate with you and your family on art projects.46. Build friendship and call just to say hello.47. If your client mentions missing their grandchildren, invite them along for a family outing to a zoo or picnic in the park.48. When you learn of a defining moment in your client’s life that inspires you, tell them how it makes you feel and ask permission to share the story with someone you care about.

11. Your client struggles to learn their new smartphone. Offer to patiently teach simple commands like how to add a contact, take and send a picture, or launch a search.12. Invite clients to bring their tablet or laptop to the appointment and teach them to adjust text size and volume while navigating and bookmarking your website.13. Alleviate fear and teach best practices to keep online account access and digital document vault passwords secure.14. Show them how to use a navigation system to get to your upcoming event.15. Take a selfie with your client and show how to post it on social media using the event hashtag.16. Set them up with a free email account so they get your communications.17. Explain words and abbreviations like text, tweet, post, swipe, share, OMW, XOXO, etc.18. Add a “click to chat” feature on your website.19. Offer to shred documents for your clients whenever they need it.20. Proactively educate and calm clients during market volatility by sending personally recorded phone or video messages.21. Give away relevant content on markets, technology advances, and retirement topics that inform and motivate.22. Educate clients on new investing trends, changing investor demographics, industry evolutions, and how to adapt.23. Offer communication preferences and frequency tailored to individual client wants, needs, and interests.24. Customize communications to include your client’s noteworthy events and activities.25. Help families research and interview nursing or long-term care facilities for their aging loved ones.26. Share your list of recommended local resources for long-term mobility impairment like wheelchair accessible vehicles and home renovations.27. Maintain trusted professional networks for taxes, real estate, attorneys, and everyday needs like landscapers, repairmen, garages, etc.28. Be a resource to clients’ children and grandchildren with content on buying a first home or car, credit, budgets, investing basics, emergency savings, etc.29. Plan a day trip to show a new resident client around town or explore a nearby destination they have yet to see.

Always...Listen with intent and interest

during each client interaction.

Afterwards, ask yourself: “What

did I learn? How did I feel about

it? What could I do (big or small)

that would make an impression?”

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3USE SOCIAL MEDIA TO CREATE MEMORIES

30. Retweet and like posts from clients to welcome them to new social media platforms.31. Follow and acknowledge people and organizations significant to your clients with Google Alerts.32. Monitor Facebook feeds and post genuine comments on client photos and activities.33. Offer to make LinkedIn introductions, on behalf of your client, to your connections.34. If your client’s grandchild posts a video of his or her high school musical solo, arrange a complimentary hour at a recording studio on his or her next visit.35. If your client posts a picture of their tickets to an upcoming concert, send personalized band paraphernalia with a note to live up the experience.

95. Teach a client a skill or talent you have.96. Share a good book you read–along with a personal note–with a client.97. Invite them for a casual meal or coffee at your house.98. Hold exclusive events for your client’s friends and family at your home.99. Take your client out for lunch or dinner.100. Create a book of your client’s letters for the next generation and gift it to their family.101. Add value to your client’s business and write a compelling review on Yelp.102. Record soft-hearted interviews of clients recounting precious life memories and play it at your next social event.

49. Visit a client in the hospital, nursing home, or hospice.50. Send a recently divorced female a beautiful bouquet of flowers from her favorite male movie star (wink wink).51. Take a recently divorced male out for a drink after the proceedings conclude.52. Host an unanniversary party on the first wedding anniversary after your client’s divorce (if they are still single).53. Send his and her menopause survival kits.54. Be with the family during significant losses and contribute towards the simplest needs like meals, cleaning, errands, and hosting company.55. Set calendar reminders for the anniversaries of a client’s loss and write, call, or make brief visits to allow them to share memories.56. Include a widow or widower client in your family activities to soothe loneliness.57. Participate in a charity fundraiser in support of a client’s recent diagnosis.58. Hire a car to take or pick up a client from the airport when making an emotionally charged trip.59. Send seasonal care packages to clients who live in areas prone to natural disasters.60. Help pass physical recovery time with stocked Kindles, word puzzles, and classic movies.61. Help clients sort through their home debris after a fire, flood, or disaster.62. Reach out to previous clients you want back to remember significant events in their life.63. Engrave a keepsake frame to commemorate a client’s cherished pet companion.

SHARE THEIR PAIN WITH EMPATHY

CELEBRATE LIFE’S MILESTONES AND ADD TO THEIR JOY

ENJOY CAMARADERIE

WAYS TO MAKE THEM FEEL APPRECIATED

Remember...

Make it easy to spot opportunities

Empower your team to be service oriented. Enable them to consistently impress clients by putting together a documented service standard, schedule brainstorming sessions, and set a budget. Acknowledge and reward your team’s initiative.

Be present with clients.

That means

no distractions!

64. Send a smartphone mount and powering station for your client’s brand new car.65. Deliver chocolates and champagne to the client and agent at the new home closing.66. Personalize captain and first officer hats for the new boat owners.67. Send a delicious side dish or dessert to your client’s family reunion picnic.68. Throw a surprise retirement party for your client and 10 of their closest friends.69. Recreate fairytale moments like first meetings, proposals, pictures, love songs, and significant destinations to celebrate wedding anniversaries.70. Remember personal anniversaries every year for business, achievements, and honors with simple gestures.71. Send personalized Neighborwoods Coasters (https://neighborwoods.city/) as a warm acknowledgment for a graduate’s college town or location of their first professional job.72. Host throwback parties to capture the iconic music, food, and dancing of a past decade your client loves.73. Send a stylish personalized diaper clutch to the new mom in your client’s family. (https://www.etsy.com/search?q=diaper%20clutch)74. Post Sticky Notes in the hallway and conference room with words of encouragement for a client embarking on a significant life dream.75. Make some client events a family affair for working professionals with children.76. Cheer on client’s significant accomplishments like finishing their first marathon.77. Have local amenities awaiting your clients in their hotel guestroom when they check in for their vacation.78. Bring your client their favorite meal when they least expect it.79. Attend dance recitals and performances of your client’s family members.80. Personalize a wine bottle label to celebrate a client’s engagement.

81. Host pet spa retreats for you and your client’s furry companions.82. Make food donations to the local animal shelter or safehouse in your client’s name.83. Relive a client’s favorite childhood memory of fishing with a quiet day on the lake. 84. Complete a bucket list item with your client.

85. Give a golfer personalized golf balls and accessories from their preferred brand.86. Give classic-car-road-trip enthusiasts the convenience of sweet jams with a Bluetooth cassette adapter.87. Gift a complimentary lesson for their new hobby.88. Make a donation to your client’s favorite charity/ organization or volunteer together.

89. Tailgate together for their favorite team’s big game.90. Give framed photos of important client activities they asked you to be part of.91. Help a client raise money for a mission or passion project that has great personal meaning to them.92. Buy your client’s artwork, crafts, or books and proudly display them in your office.

93. Host unique client appreciation events around similar interests.94. Set up craft events and lemonade stands for your client’s grandchildren during summer visits.

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844.762.7795 www.snappykraken.com