What It Takes to Keep Clients Coming Back for More

Remember the last time you had a really good experience doing business with someone? Chances are you told others about it and said you would do business with that person or company again.

Many businesses have figured out that enriching their customers' experiences brings them back for more. And professional services providers, who are always searching for new ways to differentiate themselves, should take heed of that example.

Experience Wanted

A while back, I flagged a cab for a ride to the airport. I climbed into the back seat and immediately noticed the immaculate condition of the car's interior, the latest edition of The Wall Street Journal on the seat beside me, and the driver's friendly smile.

Pulling out into traffic, the driver asked me if I had a preference for music, offered me a selection of breath mints and gum, and provided estimates of the cab fare and when we'd arrive at the airport. How could I resist asking for his business card so I could call him whenever I needed a ride?