Exceeding Expectations by Plussing The Client Experience

I just got the greatest message and virtual hug from Andrea in Mallorca, Spain!

Hi Vance!! Just wanted to let you know that my book has arrived today!! It was a pleasure to unpack it and see the blue stuff all around!! And the text inside the box, and the pen and pagemarker!!! WOOWWWW!! My mini-me was super, super, super happy to receive these gifts!! Thank you with all my heart!! Have a great day, Vance!!! A big hug from Mallorca!!!

Now what did I do to garner such a blush-inducing message?

I plussed my book delivery.

For the uninitiated, “plussing” is Walt Disney’s term for constant improvement. He always wanted things better. His movies, his parks, everything.

Well, last month, I finally got around too plussing the packaging for my book when it goes out into the mail.

In the past, it just went into a plain white box and I would write a small message inside the book.

I thought to myself…”That is not much of an experience…”

So I plussed it.

• Had a special box designed just for the book
• Included a page marker (customized)
• Added a Mickey Mouse pen, for people to take notes in the book.
• And then packaged it up like a present with blue crinkle paper

Voila!

An experience in a box.

How can you adapt this into your business?

Do you have a product or service that you deliver everyday that might need a little plussing?

• How you answer the phone
• Your new patient package
• Your lobby
• Your online shopping cart

Take a look around you. What can you plus?

Remember, you won’t profit unless you implement,

Vance “Mallorca is an island in the Mediterranean off the coast of Spain” Morris

P.S. If you want to see what Andrea was so giddy about, you can order a fre.e book here. Just pay S&H. https://www.deliverservicenow.com/vance-morris-magic-of-disney/