Imagine this: when you were 8 years old, your favorite baseball player went out of his way to shake your hands, give you an autographed baseball and offer to take a picture with you, without you ever asking for it.
Would that be enough for you to tell the story for the rest of your life? Probably. And to think that all of the nice gestures above cost the player less than $10 and 5 minutes of his time, was it worth it? You bet.
On the other hand, about 10 years ago, my parents and I had a horrible experience at a Toyota dealer from one sales rep. I have owned 3 cars after that, none of which is a Toyota. I know they don’t make bad cars — I am just not ready to forgive them just yet.
There are things which brands do that would turn their regular customers into fans for life. And sometimes it doesn’t even cost that much money, time or resources. A little extra attention and nice could be all it takes. The question is: do you care enough to see that?
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