Behavioural Science

Even if we receive something small, we have a tendency to then give something back – and usually more than we received. Restaurants understand this, receiving larger tips in return for something as small as a mint with the bill. Add a second mint and a 3% uplift for the first mint causes to 14% increase in the tip. If the ‘gift’ is personalised (“Here’s another mint for you nice people”) the tip is boosted by 23%. The obvious lesson for work and life is: give something unexpected and give it first, and you are likely to gain much more in return.

Making it live

One of our clients wanted its distributors to retain customers, despite cancelling part of its product range. At a conference, we ensured our client showed extra care for these distributor partners to encourage them to do the same for their customers. Amongst a whole range of ‘gifts’ we put branded products in their bedrooms and personal notes at check-out asking if they’d had their bill explained satisfactorily as we had requested for them. These personal touches showed a level of concern that offset any product-driven disappointment, cementing rather than undermining the relationship, and demonstrated the impact that caring behaviours have.