On occasion we use the service DoorDash. If you are in the United States, Australia, or Canada, I’m sure you’ve heard of it by now. But just in case you haven’t, it’s a service where you can order from various restaurants that they have partnered with to deliver food. Even if the restaurant doesn’t normally deliver, a DoorDasher will go and pick it up for you. It’s simple and easy because you can place your order and pay right from your phone. It saves you time and the delivery fees aren’t much more than the cost of the gas it would take to get there and back. Even better, you don’t have to get out of your leisure wear (possibly pjs) from working at home.
Recently they’ve added a service called “DoubleDash”. This is a really thoughtful addition to the service. A double dash is where the app looks at surrounding stores to where you’ve placed your order and alerts you that they could pick something up for you at one of the registered stores. This saves you a trip out and also saves you an additional fee from having them “dash” for you again. So, they “double dash” for you.
To me, this is a really cool modernized take on the “do you want fries with that” offer from McDonalds. Of course, you want fries, I mean who goes to McDonalds and doesn’t order fries?
There are two lessons to be learned here. The first is the easy one: What is your “fries” offer? Do you have something to offer to increase the order? Maybe not even to increase the order but to give them something additional that makes them say, “hey wait, I don’t get that offer anywhere else.”
This makes me think back to a recent website critique I provided for a customer. For the amount of purchase, we schedule a one on one virtual “interview” where I talk with them to find out about their business and then check out their website and give suggestions about how they could improve it and even possibly their online business as a whole.
One thing that they don’t expect is that I record the whole process and then send them the video after the fact. The first time I did this, the person was surprised that I would do that as part of the service. To me it was a given, but to them it was a bonus item.
The customer stated that there was no way they could keep up with me to take notes and was afraid they missed something. Since then, I’ve thought an additional bonus would be to transcribe that audio so they could have it written form. That’s easy enough with the right software.
There is a piece of software/online service that both Armand and I have talked about called Descript where you can add an audio or video file, and it will transcribe it in a matter of minutes before your eyes. All you need to do is glance over it to check for proper transcription and export it as a pdf for your customer.
Now my “fries with that” offer is a “done for you” upsell. After we’ve finished, I give them the opportunity to have me make these changes for them at an additional price. It only makes sense to have me do it since I’ve pointed out what needs to be fixed; and if the price is right, why not, right? After spending an hour or so with them on the phone we’ve made a connection. They see that I’m capable and most of the time they don’t want to do it themselves.
This is similar to the DoorDash scenario. Nothing in your house sounds good for dinner. You really don’t feel like getting dressed and going out, and there is a service that will deliver exactly what you want and need.
Think about that for a moment. What can you offer your clients or even potential customers that will get you to spend time with them to build credibility? Is it a low-cost foot in the door consult? Is it a free webinar? Maybe even a free live stream where you share information?
What is your “do you want fries with that” offer? What is the “oh my gosh, I can’t believe that’s part of what I paid for” throw in?
It’s these little things that will get you the extra “double dash” for extra cash. And even possibly a repeat long-term customer.