Two years ago I received an unexpected surprise while flying on Delta Air Lines. I was on my way back from Phoenix after a keynote.

There was a handwritten note nestled in the seatback. It read:

Mr. Phelps:
Good evening. Just a very quick note to extend our THANKS. Wishing you all the BEST.
– John Hunter

I was touched by the gesture. I thanked John and took a selfie (technically an “ussie”) with him while deplaning.

This thoughtful little extra is an example of the Purple Goldfish of Follow Up. It’s a smart move for the following reasons:

1. Demonstrates you care – The transaction isn’t over when money is exchanged. It shows the customer that you are concerned about their satisfaction and willing to make the effort.

2. Low or no cost – This is something that can be done during a lull in the ordinary course of business.

3. Troubleshooting – The vast majority of people will not complain. Following up allows you to uncover and correct any service issues. Doing so can strengthen bonds and extend the life of your customer relationships. 

How are you following up with customers? Simply following up is one of the simplest ways to build repeat business and referrals.

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Stan Phelps

Stan Phelps walks the walk. He stands out in the sea of sameness by modeling his own Differentiated Experience (DX) message: Differentiation isn’t just about what you say, it’s about what you do and, more importantly, how and why you do it. Stan leverages his unique collection of 5,000+ case studies on customer, employee, and brand experience to engage audiences with informative learning-based experiences. He believes purposeful DX wins the hearts of employees and customers, and differentiation ultimately boosts loyalty, retention, referrals, and results.

Find Stan’s in-person and virtual keynotes, workshops, and Goldfish tank programs at