Auntie Kate The Resale Expert

Under-promise and over-deliver. UPOD. You’ve heard that before.

The idea behind UPOD is that people are most favorably influenced by great service they don’t expect, rather than great service they do expect. (Emphasis mine.)

Now that’s the secret to great word of mouth. Without stressing yourself or your staff out.

It’s so simple you’ll smack your forehead and shout Boy Howdy.

Just, surprise them. Treat them to those coasters or bangles or whatever they’re debating they want to add to their purchase. Have a cold bottle of water ready to offer that thirsty customer. Hand out store money for their next visit. Offer to snap him in that suit so he can ask his mother-in-law in Topeka if it’s suitable. Grab a pair of neutral slides so she can see how the dress will look when she’s not wearing sneakers.