The key to excellent customer service: Generosity

Whatever you give - be it money, time, or effort - it often returns to you tenfold. And more often than not, it requires very little to achieve that incredible return.

For instance, imagine a customer complains about a product that’s up to a year out of warranty. Replace it without hesitation, but be sure to inform the customer that this gesture is a goodwill replacement because they chose a high-quality product. Now, if the product is over a year out of warranty, you can offer a replacement at a heavily discounted price - enough to just cover your costs.

This approach saves you countless hours in arguments over warranty policies. It keeps customers loyal by reinforcing their belief that they purchased the right product. And in the long run, you’ll save significant marketing costs, as the word-of-mouth praise for your exceptional customer service will achieve something no advertisement can - genuine trust and advocacy.

Another example of generosity in business is delivering the unexpected. During a recent business trip, I checked into a hotel late at night. Clearly tired from my journey, the receptionist surprised me with a kind offer: “If you’d like your shoes polished, just hand them over, and I’ll have them ready for you by tomorrow morning.”

This wasn’t a luxury hotel, yet the service felt extraordinary. The receptionist likely had some downtime during their night shift, so offering this thoughtful gesture cost the hotel nothing. However, it left a lasting impression. Now I know exactly where I’ll stay the next time I visit London.

Generosity can also mean empowering your customers in ways they don’t expect. Consider a company that includes free educational content, such as guides, tips, or tutorials, with their products. For instance, a camera company offering free online courses for improving photography skills is giving customers more than just a product - they’re adding value to their lives. Not only does this build loyalty, but it also positions the company as a trusted partner in the customer’s journey.

Being generous not only makes you a happier person, but it’s also great for business. Make it your mission to brighten someone’s day- every single day.