When have you paid a little money and gotten back much more?

[ramit]

Recently my local Honda dealer changed my front lightbulb and, when I went to pay, they waved me off and said "Don't worry about it." This small gesture made me want to go back the next time (just like when my publisher did a similar thing), so I'm curious: How have you used the same principle in your personal lives? Have you paid a little and gotten back a lot? Maybe you picked up the dinner check for a new business contact, or sent flowers to someone who helped you hit your deadline.

-Ramit

[ekrabs]

I have, but none specifically jumps to mind right now....

So, I'll have to get back to you on this one.

[Matt_OneMill]

That's one of the things I like about the company I'm working with at the moment is that we believe in giving a bit more up front. We try to help our clients out even if it means we're not making as much money as we could. I guess its not quiet the same as actually paying and getting something in return but the results are similar. By providing that little bit of extra service we help establish a stronger relationship which means we'll have a happy customer for a long time.

[finwiz]

absolutely! when i bought my first car, the company gave me some money back as it was some kind of festival offer. i didnt knew about it. it was really exciting

[antsam999]

Quite a few:

1. I work at a coffee chain, and one time a customer, who I never seen before, came in to get a coffee, but forgot his wallet. The deed was done and the coffee was ready, so I just let him have it, I also jokingly said 'you can pay next time'. He said thanks and walked out, I expected to never see him again (btw, I've seen my manager do this). He came in 2 minutes later after finding his wallet, paid for the coffee and tipped me 20 bucks.

2. A customer needed directions, really badly, I gave her absolute detailed step by step directions, shortcuts, and which highway to take in the face of high traffic. Next day she came in and told me how I saved her life because she made it to her job interview on time, and got herself a new job. Now she goes 4 miles out of her to come to my coffee shop, must've spent 10 dollars a week for the past 6 months.

3. Aside from work, I ran computer repair out of my garage, I had a guarantee of 6 months, but one in particular wanted a whole year. I really, really, didn't like the idea, but I said hell with it, so I have one contract extending a whole year. Turns out he passed my business card around like a doobie and I ended up with a dozen other contracts. I've since stopped this business for lack of... faith in humanity, but I do know that small gestures can turn out big rewards. There's a ratio, 10:1, an angry customer will tell 10-100 of their colleagues about terrible service or experiences, while a happy customer will tell 1-10 of their friends, but the 1-10 may become customers themselves.

[schuss]

I've been on the other end (like Ramit) and I think the principle definitely holds true in a business-client relationship.

I stopped in a small, local motorcycle shop for an 8-dollar part during a summer afternoon when rolling blackouts were occuring. At the register, the power went out and I had no cash. The owner told me to take the part and "not worry about it" but that made me all the more determined to 1) return to the shop and 2) pay for it when I returned.

Now they're the first shop I go to for everything. They performed a $200 service on my bike last week. I think his willingness to lose $8 to gain a customer was very wise.


Really, isn't this what a "loss-leader" product at a grocery store is basically about? Save you money on something, so you'll come into the store and do the rest of your shopping? Possibly abusing the sentiment a little, but same idea.

[mintberry]

Sometimes I buy an extra burger and fries from the dollar menu and surprise a buddy with food when I go pick them up to go out. They usually end up paying for my dinner or beer at the end of the day -- which is always worth more than the 2 bucks I spent for them.