Turn Service into a Treasure Hunt

treasure mapWe had our granddaughters visit one weekend at our lake home. There is absolutely nothing more jarringly creative than a seven-year-old or more innocent than a five-year old. Grandparents wonder why their grandchildren can’t stay “puppies!!”

One morning we decided to stage an elaborate backyard treasure hunt. The girls decorated their treasure boxes while we drew each a detailed map of the yard. While the two were off on a boat ride with their parents, we hid the “treasures”—foreign coins from a business trip abroad, old costume jewelry, shells from a beach trip, etc.—and marked their locations on the respective treasure maps. We even included a few silly treasures. When the girls got back they took their decorated treasure boxes, their different treasure maps, and set out to locate the loot. It was a joy to watch them squeal with each discovery.

Sewell Lexus service tech programs radio stations into a new car from the customer’s trade-in and just lets the customers discover it. In the book Simple Truths of Service, Barbara Glanz tells a story of Johnny the bagger, a young Downs Syndrome employee who puts inspirational sayings in customers’ grocery bags.

What could you do to make your service like a treasure hunt for your customers? How can you hide special treasures for your customers to discover?


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Dr. Chip R. Bell is a world-renowned authority on customer loyalty and innovative service. Global Gurus ranked him in 2018 the #2 keynote speaker in the world on customer service; #1 in North America. He also is the author of numerous national and international best-selling books including Take Their Breath Away, Managing Knock Your Socks off Service, Magnetic Service, The 9½ Principles of Innovative Service and Customers as Partners. His books have been translated into over a dozen languages.

His newest customer service book is the award-winning, best-selling book Kaleidoscope: Delivering Innovative Service That Sparkles.

Dr. Bell has appeared live on CNBC, Bloomberg TV, CNN, Fox Business, ABC, CBS, NPR Marketplace and his work has been featured in Fortune, Wall Street Journal, Financial Times, Forbes, Businessweek, Entrepreneur, Inc. Magazine, and Fast Company.


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