Malena's Brands with Purpose vs Purposeless Brands

Does everything comes at a price?

October 12th, 2009 · 1 Comment

If I pay $1000 extra for a first-class seat, odds are the flight attendant will be nice to me.

If I pay $2000 extra for the presidential suite at the hotel, odds are the front desk clerk will be nice to me.

If I give the valet $50 to park my car, odds are he’ll be nice to me as well.

So, here’s the question: if all I want, the only extra, is for someone to be nice to me when I visit your business, how much extra does that cost? How much extra to talk to a nice person when I call tech support? How much extra to find a nice receptionist at the doctor’s office? Would you pay $9 extra for a smile when you dealt with the Swiss Cantonal Commune and were filing a form?

I know you’re rushed and stressed and stretched. I know your team deals with hundreds or thousands of customers, and a lot of them aren’t very friendly or warm. And I know that some of your customers (maybe a lot) would happily pay a little extra to get that one thing they want most of all…

I think there’s a huge gap between what people are willing to pay for nice (a lot) and what it would cost businesses to deliver it (almost nothing). Smells like an opportunity.

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