In my customer service training seminars and book (out soon...maybe this week), I talk about the importance of the "Baker's Dozen".  The baker's dozen is when you deliver a little bit more than what the customer expects.  The term originated from bakers putting 13 rolls in a bag when you only order 12, but still charging you for just 12.  This weekend, I upgraded to a new Android phone (sorry Steve and Steve).  My customer service rep at Sprint was very pleasant, knowledgeable, and helpful.  When we were nearly finished with the transaction (which, by the way, took only about 15 minutes), he handed me two stapled sheets of paper with a list of recommended applications which he and his boss and compiled.  It wasn't fancy, but it was very helpful and a complete surprise.  Sure, I realize there are online forums and other sources with similar recommendations, but that's not the point.  The point is that Justin (my rep) made a simple gesture of kindness and helpfulness which was totally unexpected, and greatly appreciated.   It cost Sprint nothing, but it helped solidify me as a customer.  More importantly, I'm writing a positive blog post about Sprint and speaking positively about Sprint to my friends.  Wouldn't it be great if people would do that for your business?  What are you doing today to provide a "Baker's Dozen" for your customers?

I was honored to interview best-selling author Meryl Runion recently for the Speak Strong show.  We talked about gossip and manipulation in the workplace.  She offers some practical and immediately useful suggestions on how to deal with it:  http://www.speakstrong.com/audio/TheSSShow.mp3