Using “Service Delighters” to Elevate your Client Experience and Convert Clients.
If you've even got to know me just a little bit, you'll know that coffee is a small obsession of mine. I can't start work in the morning without it and I plan my days off around when and where we'll be having a coffee date!
And this week, we decided to try out The Ivy here in Liverpool. If you're not familiar with The Ivy brand, they do position themselves as a little more premium than your standard restaurant, but they're more of a high-end casual dining experience.
Their restaurants are elegant and sophisticated, but the price point is more affordable and reasonable than some true high-end restaurants.
So, if I'm being completely honest, on our first visit here, I was expecting a slightly more elevated service than your standard coffee shop, and as soon as you walk in, you do feel that higher-end service.
You're greeted at the door and escorted to your seat.
All staff are dressed in shirts, waistcoats and blazers.
Your food is brought to you on a silver tray.
Even if you just ask for a croissant, you get it on this cute little stand like a mini afternoon tea!
And while yes, all of these (particularly the cute little stand) delighted me and made us feel really looked after, this wasn't actually the delighter I'm referring to in the title.
In product management, a “delighter” is a feature that isn’t essential for the product or service to work - but exceeds expectations and creates an unexpected moment of joy.
Think about the first time Apple provided touch screens on their phones. Does a phone need a touch screen to work? No. But did we all go "oh my god how cool is this?!' when we first got one? Probably.
That's a delighter.
And those little moments of delight don’t just apply to products - they can (and should!) exist in service businesses too.
Once we’d finished our drinks, our waiter came over and asked if we wanted another coffee. I hesitated, thinking it was an up-sell. But then he said, “Oh, refills are free - your second coffee’s on us!”
Cue actual gasp.
I mean, this coffee was delicious but I didn't want to pay another £5 for a vanilla latte, but you're telling me I can have one for FREE?!
That feeling - the surprise, the delight, the “wait, really?!” - instantly cemented The Ivy as somewhere we’ll go back to again.
And it got me thinking…
What’s the “free coffee” moment in your business?
The small, unexpected gesture that makes someone smile and remember how you made them feel?
It doesn’t have to cost you much (or anything). It’s about thoughtfulness - that extra layer of care that people don’t expect.
Here are a few ideas:
A personalised thank-you note when a client books (or wraps up). 💌
An extra resource, checklist or mini-guide that helps them get even more out of your service. 🎁
A behind-the-scenes video showing how you created something for them. 🎥
A bonus edit, tweak or recommendation you didn’t have to include - but did because you care. ✨
A genuine, thoughtful check-in a few weeks later to see how things are going. 🌸
None of these take a huge amount of time. But they all create those “oh wow” moments that people remember.
So this week, maybe have a little think - what’s your version of the free refill?
Because those are the touches that turn happy clients into raving fans who will not only come back to you, but talk about you and recommend you to others.
P.S. If you’re ready to create a brand and website that delights your clients (and feels effortless to share), you can explore my design services at the link below!
