Random Acts Of Coolness

by Paul Castain on August 13, 2012

Everybody and their mother loves to tell us that we need to create value and differentiate but . . .

How the heck do you do that?

Can you say “Random Acts Of Coolness”?

A random act of coolness is just that, something random, something unexpected and something that can “out cool” your competitors.

Strap in folks . . . I have mucho examples to share with you!

When I arrived at the Omni Hotel in San Francisco, there was a knock at my door and low and behold, there was this woman delivering a way cool “welcome snack” A chocolate covered pretzel and a cold bottle of water.

Totally unexpected and mighty cool!

Note: Not as cool as if they had brought me a “Welcome Shot Of Tequila” but a chocolate covered pretzel is always a close second in my book!

When I did my first mailing campaign with MailChimp, they sent me this email and a T-Shirt congratulating me.

Time Out!

What are you doing to welcome your new clients?

Could you send them some kind of cool welcome kit?

In yesterday’s post, I mentioned how Dollar Shave Club sends a membership card. Do you want to know what’s cool about that? What makes that cool is that we’re talking about razor blades and I see nothing cool about that but . . . They made it cool.

How do I know that?

The dude in the video below made a video about his first shipment of blades and got like 12,000 hits and did I mention . . . we’re talking about razor blades?

Side note: That really pisses me off because I didn’t even get 12,000 hits when I played my guitar in a video to launch my Rock Star University website and no offense . . . I’d like to think I’m a tad cooler than some dude talking about . . . blades.

Time Out!

Having your customers make videos about their experience with you . . . Might just be the ultimate random act of coolness! Someone Googles you and your company and they find something like this. Holy Schnikees that’s cool!

How about a giant cookie that reads “Thanks for letting us take a bite out of your business!”?

Zappos empowers their employees to do whatever it takes to create an awesome customer experience.

There’s one famous story of a customer who missed the deadline to return shoes bought for her mother.

The Customer Service Rep allowed the customer to get the refund and even sent flowers and a note expressing their condolences.

Time Out!

Are your teammates empowered to do whatever it takes and . . .

Is extraordinary sh*t like this celebrated throughout your organization?

AWeber sent me this thank you card a few months back after helping me trouble shoot a challenge with one of my lists.

Embassy Suites surprised me and made me the “Guest Of The Day” back in June. Here’s what was waiting for me in my room.

Time Out!

Are you surprising your customers?

Audible sent me a gift certificate for our one year anniversary. I felt like crap because I forgot to get them something but then again, they made like several ten’s of millions of dollars more than me last year. Probably because they are embracing that “Random Acts Of Coolness” thing!

PSPrint upgraded my order back in December, at no charge . . . just because. Just because why? Just because they’re working their “Random Acts Of Coolness” thang!

So there you have it . . . several examples how you can differentiate, add value and most of all . . .

Out Cool your competitors!

Your Turn . . .

Have you either been the recipient of or the purveyor of a “Random Act Of Coolness”? Please share!

Paul Castain has been practicing “Random Acts Of Coolness” ever since he posed topless for this picture. He currently teaches organizations and individuals how to “out cool” their competitors, thankfully while wearing a shirt! For more information on how you can hire Paul to train your team or speak at your next event, click here!

  • Love this. We send our new clients a card that welcomes them to our company, introduces our team – with pics, gives them all the contact info they might need, and it comes with brownies.

  • What a great idea . . . You had me at brownies 🙂

    Thanks for sharing your thoughts. This is really helpful!

  • Love it… I’m a huge believer in “Cool” and have sent many cool things to our customers over the years including singing, sun-glass wearing teddy bears, Chocolate candy with the customer logo imprinted on each piece, even a button that says…”You can’t put a price on cool!”

  • Hey Paul,
    When a customer comes in for a press OK at our plant and I get the opportunity to work with them, I send them a thank you card for coming in for their OK and hanging out with me, including any of the fun stuff that we got to do. It is fun and just takes a couple of minutes and the next time they come in they usually thank me for the note!
    Which is way cool.

  • Agreed!

    Well done Scott!

    Thanks for sharing your thoughts!

  • There is much I can learn from you and your team.

    The force is clearly strong in you my friend!

    Thank you for this cool contribution!

  • Totally cool stuff Uncle Paul!!

  • Tracey Byrnes

    A couple weekends ago I stayed at a Homewood Suites in Binghamton NY (working weekend). I got the warm fuzzies when I walked into my suite very late on Friday night to find two bottles of Dasani water and a small package of Pepperidge Farm Milano cookies sitting on the table as a welcome gift. I’ll add that they were might tasty during my 12-hour workday outside in the hot, sticky weather on Saturday 🙂

  • Thanks broseph!

    Hope all is well with the new job buddy!

  • Sounds like a real tasty random act of coolness Tracey!

    Thanks for sharing that with us. I’m off to get some cookies 🙂

  • JB Bush

    It is the little things in life that we remember, that touch us. Nicely done, Uncle Paul. Keep the good stuff coming. BTW, we meet someday and I will buy you that shot of tequila.

  • So true and buying me a shot of tequila would qualify as an act of “WAY COOLNESS”

    Thank you so much JB . . . you are appreciated!

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