The small things

During the holiday season, at a small retail store in an urban center, a loyal customer visited the location for her typical purchases.  The employee who was working that day not only welcomed her back but also offered some holiday chocolates.  

It was a small gesture, but the sentiment was priceless.  The employee knew that her interaction with the customer not was just transactional – she understood that the customers were part of the store’s community.  She recognized that customer loyalty came from building relationships.

Not every business can offer their customers chocolate on holidays, but what can you do to take your customers’ money but not make them feel like a dollar sign?