This past weekend I was in Phoenix, AZ attending the wedding of one of my daughters. It was a wonderful occasion and needless to say, the bride was beautiful!
One evening I was outside enjoying a cigar on the patio of the resort hotel. The weather was beautiful and the atmosphere was vibrant with relaxed resort-goers. There were palm trees, a balmy breeze, and soft music playing in the background. The resort had fire pits lit as the evening air cooled down. The building was dramatic with 2-story high windows and accent lighting washed the outside walls, adding to the feeling of opulence. In addition, there were plenty of friendly, attentive staff.
The bottom line was that the whole experience was memorable and notable. It wasn’t any one thing that created the feeling. Everything worked in harmony to create the experience.
So here’s the question…
“What is the experience your clients have when they work with you?”
Do they feel important or do they feel like an account number? Do they feel appreciated or taken for granted? Do they feel that they’re someone on the inside, or do they feel like everyone else? Is working with you easy and comfortable, or do they need to do things “just so” in order to get the full benefit?
In short, you need to take a step back and examine what your clients and customers “experience”. A smart business strategy is to give prospects, clients and customers the best experience possible. It’s not simply having good systems in place – it’s about the “feeling” that the person gets.
Enhance the experience and you enhance the value. Enhance the value and you enhance your bottom line.
Very true, I am getting better at accomplishing this attitude with my clients.
The earmark of a notable experience is exactly what you described: it is a seamlessly wonderful experience with nothing outstanding or under-standing–just wonderful in totality.
This is what to strive for: meet your guest’s needs before even they think about it, details, details details…and of course, doing it all from the heart, with the highest level of intention ensures the best result.
Alison put it so beautifully. My clients know I am seeking their best good. When you have that client’s trust there is no need to be concerned about the competition.
Well put, Sheila!
You nailed it Michael!
This is the result we should all be seeking. As a reminder just remember how you felt the last time just the opposit happened to you – - maybe in a Department Store where the clerk left you with the feeling – - “get it done and get out of the way, there is someone behind you that has the money in their hand!” – - and with those empty eyes gives you the old emotionless “standard”. Have a nice day.
Thanks so much, John.
When you put service first, the rest will follow! Thank you, Michael, for keeping us focused, since it is so easy to get distracted when survival is such a driving force!
My pleasure, Sally.
It’s all about the experience today Michael. On and offline. My clients know that I am always assessable. They also are aware that I am not always on the clock. I give a lot of information for FREE. There’s a time for giving and billing.
I especially enjoy when they consider me a resource. Doing business is fun. I enjoy the fact that I create my own economy as opposed to letting the economy happen to me.
Lead don’t follow,
Ed
Great wisdom as always, Ed!
Very true and to not be underestimated.
Maya Angelou once said…”People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
At the end of the day people really care the most about the emotional impact you have on them, either you lift them up or drag them down. That’s why it’s important to surround yourself with the right people..and in my opinion, the right environment especially..including partner, home, city, work, and lifestyle.
Congrat Michael, nice blog and the event sounded breathtaking. EC
Thanks, Emily. It was!
very true Sir, if we can this, than we can achieve easily our goals.
You’re right Michael! As my clients and I have learned, we’re not interested in satisfied customers. We seek fanatical customers. Evangelical customers. If you’re doing all your customer’s expect, your report card shows a C. It’s where you surpass their expectations and make an emotional connection where you get the A’s and B’s.
Our “customer walk” process helps the enterprise quantify and establish measures for this and ensures an “A” grade.
I guess I’m Joey come lately here on the 18th but not to be outdone this is a mainstay of our business (Fire Protection Equipment and Ventilation Systems). Personalized attention to each customers’ needs often requires detailed explanation and a bit of education. If you rolled all of these comments into one, you’d have a textbook case of customer relations, retention, and success for life. No, Michael we’re driving the boat!