Surprise! Do The Unexpected by Cindy Stradling CSL, CPC

In an increasingly competitive business environment, gaining, and perhaps even more important, keeping client loyalty requires more than just delivering what clients expect. The important difference often lies in doing the unexpected. In those thoughtful, deliberate actions that show your clients that you do not just regard them as cash machines.

Business leaders who adopt this mindset are often able to deeply enhance client relations, build stronger trust, and ultimately secure lasting loyalty.

When clients start to feel genuinely appreciated, their commitment to your brand will grow exponentially. That is why going the extra mile is such a powerful way to create memorable experiences that stand out from routine business interactions.

What are we talking about here? It can start with a simple personalized note, an unexpected discount, or pro-actively solving problems before they can even arise. These gestures work so well because they show an unusual level of dedication and attentiveness. They show that your business cares not just about the sale but about a long-term partnership.

Consider how small surprises can have a major impact on client perception. For example, sending a thoughtful gift or handwritten message after a successful project can reinforce positive feelings and differentiate your company from competitors. These small but important touches create emotional connections, and emotional connections are at the core of building loyalty. It’s when clients are pleasantly surprised that they often share their experiences with others, in the process building your firm’s reputation through word-of-mouth.

Another way to embrace the unexpected is by being proactive, i.e. by anticipating client needs. Pro-actively offering insights, resources, or solutions that clients haven’t requested can show a high level of expertise and a genuine interest in their success. Such a proactive approach also shows clients that you understand their challenges and are invested in helping them thrive. This in turn builds trust and makes clients more likely to stay engaged and loyal.

It is also important for leadership teams to help create a company culture that encourages going beyond the contract. Employees should feel empowered to surprise clients with kindness and creativity (within reasonable boundaries). Training and recognition programs that explain outstanding acts of customer care will help to build this culture and motivate everyone in the firm to contribute.

The return on investment for putting additional effort into doing the unexpected is well worth it. Loyal clients tend to increase their business with you, refer others, and often become advocates who defend your brand during tough times. In competitive markets, where price and quality may be similar across providers, it is often that human element created by surprising clients that can tip the balance in your favour.

The bottom line is that doing the unexpected is typically not about grand gestures but consistent, thoughtful actions that delight and reassure clients that they have chosen a trusted partner. This approach is an effective leadership strategy to build strong, reliable business relationships that will stand the test of time. Always be sincere and relevant. An unexpected act is impactful only when it resonates with the client’s needs and values.