Delivery based selling

I was at Jiffy Lube (Shop that specializes in oil change for cars) today to change oil for my car. Their customer service is fantastic. I was told that their USP is to send a customer out of their work shop in 15 to 30 mts time. They greet you and serve you nicely. They also clean the car while the oil change is going on bundling a simple service that they extend to the customer. You pay $10 more for the service but they refill the oil for free any number of times if you visit them before you drive 3000 miles. But how many times would you remember to go back to them before the 3000 mile is reached. But such goodies attract customers. When they perform the oil change they check few small things (filters etc) in your car and tell you if they require change. You can call this as proactive customer service. There is a very thin line between customer service and opportunistic selling in this context. 90% of the times you will end up buying additional things than what you planned for.

My point is that this is a typical delivery based selling. In the IT context the developer or lead or architect or PM should think on the same lines while working on delivering or proposing more than what they are hired to do. Not all suggestions or ideas will get through. But your effort in highlighting such things will certainly be appreciated by the client and may result in additional business for the company.