How Going Above And Beyond Creates Customers For Life

In this episode of The Low Bar Podcast, we get into one of our favorite topics: doing the unscalable stuff that actually scales your business.

The whole conversation revolves around one big idea: the little, manual, “this-doesn’t-scale” touches are exactly what create customers for life, and almost nobody is willing to do them consistently.

That means the opportunity is huge in your market and the bar to taking advantage of it is so low.

Anyone is capable of doing these things…

We kick things off with a story from a business that sells golf simulators.

The lesson came from a mastermind: the number one thing you want is for customers to actually use your product.

Sounds obvious, but most businesses forget that. So instead of just shipping a $5–10k simulator and calling it a day, we mapped out “The Box” – a surprise follow-up package customers would get after their main order.

Inside the box? Smart, simple stuff that made the simulator more useful and more memorable:

• A bag tag where golfers could write how far they hit every club, using their simulator data. That tag then lives on their bag, starts conversations on the course, and becomes free advertising.

• A sleeve of Pro V1s with the brand’s logo, plus education on why you should use clean balls indoors so you don’t shred your screen.

• A branded water bottle to keep joints lubricated and subtly keep the brand in their life.

• A green repair tool, another tiny, useful touch for real golfers.

Then we stacked on another unscalable move: 30-day follow-up phone calls.

Not just “How’s it going?” but “Is it set up? Are you playing?

What’s your last name again?”—so we could send a personalized “19th Hole” sign with the customer’s name on it.

The idea: turn their simulator room into a story and make it impossible not to talk about where they got it.

From there we zoom out and show how this plays out in other types of businesses:

• In a pet supplement brand, we talk about what happens when a customer’s pet dies. Instead of treating it like a normal refund, the team sent handwritten postcards, sometimes even custom pet artwork, and celebrated order milestones with heartfelt notes. Super manual. Zero “scale.” Massive emotional impact and loyalty.

• Jon shares how his local mechanic phones him a few days after every service just to check the car’s running fine. No script, no automation, just “Hey, how’s the Land Cruiser?” That tiny check-in keeps him coming back—and stops negative word of mouth before it starts.

• We rant (hard) on calling your customers versus hiding behind automated texts. You can’t outsource genuine connection. A real conversation gives you:

  • Instant feedback on what’s working

  • Early warning on unhappy customers

  • Product ideas and offer ideas straight from the people who pay you

We also get into Bonjoro and personalized video messages—quick 30-second clips saying “Hey, I saw your order/webinar signup, here’s how to get the most out of it.” Again, unscalable, but unforgettable.

And finally, we shout out 1st Phorm as a killer example: hit a cart threshold, get a surprise “mystery” tee, drop your Instagram handle at checkout, then later you get a personalized warehouse video plus a handwritten note and a bonus product in the box.

It’s overkill in the best way—and that’s exactly why it works.

If there’s one takeaway from this episode, it’s this: pick one unscalable thing that makes your customers feel seen, do it consistently, and watch what it does to your word of mouth, retention, and confidence in your own business.

If you run a business, work in ecommerce, or want to grow through word of mouth instead of paid ads, this conversation is a blueprint you can use today.