If I pay R5,000.00 extra for the presidential suite at the hotel, odds are the front desk clerk will be nice to me.
If I give the car wash dude R100.00 to park my car, odds are he will be nice to me as well.
So, here’s the question: if all I want, the only extra, is for someone to be nice to me when I visit your business, how much extra does that cost? How much extra to talk to a nice person when I call technical support or customer call centre to sort out my issue? How much extra to find a nice receptionist at the doctor’s office?
I know you are rushed and stressed and stretched. I know your team deals with hundreds or thousands of customers, and a lot of them are not very friendly or warm. And I know that some of your customers (maybe a lot) would happily pay a little extra to get that one thing they want most of all.
I think there is a huge gap between what people are willing to pay for nice (a lot) and what it would cost businesses to deliver it (almost nothing). Smells like an opportunity: Why not be nice to your customers and still not charge them extra.