Would you go out of your way to deliver a great experience to someone who may never buy from you again?
Take this story from a Florida Marlins game. A home run ball flies into the stands, chaos ensues, and a dad grabs it before handing it to his son. Moments later, an upset woman demands it back, claiming it’s hers. Rather than argue, the dad just hands it over. End of story, right? Not quite.
A few minutes later, a Marlins staffer approaches the family and gives them a gift bag full of team merchandise. Here’s the kicker: the family are Phillies fans. They probably don’t live anywhere near Florida, and chances are slim they’ll ever step foot in that stadium again. But that didn’t matter to the Marlins. They saw a chance to create a standout customer experience—and they took it.
Which circles us back to the original question: would you make the effort for a one-time customer? We know how many businesses don’t even provide great service to their loyal, repeat buyers.
But here’s why it’s worth it. First, happy customers share their experiences, whether it’s through social media or just word of mouth. That one moment can spread positivity far beyond what you see.
Second, these experiences don’t happen in a vacuum—people are watching. In this case, it wasn’t just the family who noticed. It was the stadium, the TV audience, and eventually millions around the world. For the cost of a bag of swag, the Marlins scored priceless goodwill.
The lesson? A great experience doesn’t have to cost much—sometimes it’s as simple as being kind or flexible. Loyal or not, every customer is a chance to show what your business stands for. And when you do, the rewards can be enormous.
