Cross selling, under-promise & over-deliver where you least expect it.

You’ve probably encountered the MacDonald’s crew who tried to up sell and cross sell to you, but have you ever encountered it at your local coffee-shop?

Well, we did recently. Here’s what happened.

We wanted to order kaya toast from the kopi-kia and he responded that it’s gonna be a long wait for toast and asked if we wanted to get some kuehs instead. if you’d never eaten kaya toast before, here’s how it looks like:

Embed from Getty Images

And this is how kueh looks like.

Embed from Getty Images

We were told that the wait could be 10 minutes or more. We decided to go for it. Shortly after, he came back with our kaya toasts and commented that it didn’t take 10 minutes after all.

While eating, it started to sink in that the kopi-kia had just attempted a cross selling on us, and when it failed, he under-promise with the wait time and over-deliver by getting back to us in about 50% lesser time!

Good customer service for $1.20 spent on kaya toast, I would say.


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