Delight Playbook
Turn every customer into a repeat customer, a referrer, and a review-writer. Small moves, huge compound.
Six moves. Every one is under $10. Every one turns a customer into your best marketer.
Everything in the Kit
Instant access to all deliverables below.
The Silent Killer
Most owners think their job ends when the customer pays. 95 percent do nothing after the sale. So 95 percent of customers forget them within 30 days.
Acquiring a new customer costs 5x more than retaining one. Poor delight rate depresses LTV by 40-60 percent. On a $500K business, that is $75K-$150K/year in profit not captured.
The Delight Ladder
Six moves. Ordered by how quickly you should implement.
- Instant thank-you text (60 min after sale)
- Handwritten card (mailed within 3 days)
- Surprise gift (under $10, personal, unexpected)
- 30-day check-in text
- Birthday touch (annual)
- Purchase anniversary (annual)
Six moves. Under $15 total per customer per year. Zero require you to be there in person after Move 1.
The Install (Weekend)
Time: 2 hours to set up. 5 min per customer forever after.
- Order supplies (about $105): 100 cards, stamps, return-address stamp, gift drawer.
- Set up CRM automations for texts (Moves 1, 4, 5, 6).
- Every Friday: 20-min card-writing block for that week customers.
- Ship surprise gifts to first-timers, big spenders, and referrers (within 5-7 days).
Do one thing today: Pull last 5 customers. Grab a card and pen. Write 5 cards using Template 2. Address, stamp, mail tomorrow. Cost: $5. Result: 5 customers who will remember you forever.
Ready for us to install this for you?
Every BFM install includes this play wired into your CRM. Book a free 30-minute Clarity Call and we'll walk you through your bucket.
Book The Teardown →Zero pitch. You leave with a written plan whether we work together or not.
