Posts Tagged 'seize the moment'

Seize The Moment!

This week’s lesson is worth the entire price of admission!  : )  If you are looking for a competitive edge in the area of customer experience, this is it.  From day one, we are taught that in business you don’t get what you deserve; but rather what you negotiate.  You negotiate with your clients exactly what they will pay and exactly what they will get in return.  But I read something in Jack Welch’s Straight From The Gut a few years ago that I have found to be HUGE.  That is giving your client an unexpected, unrequested “extra” once the deal is done. 

An example of this is that just today, I was at an event our company is doing at a local resort.  Twenty five of my top clients were in attendance and I was there to personally welcome them.  I was looking for a way to do something extra for them; but honestly our team had done such a good job already I was struggling to find what I needed.  Then just before I left for the office, I heard that lunch was not provided and that attendees had only an hour to get lunch and get back.  This is nearly impossible in this area with a large group.  Bingo!  I headed straight for the Hotel restaurant and found the manager.  Within 15 minutes, we had arranged for 25 of our top clients to have a specially prepared lunch on the patio on a gorgeous fall Tennessee day.

The lunch was good, the convenience was very helpful; but that’s not what made these clients feel special.  It was that they got a private note from one of our staff during the event just before lunch time that I had taken care of everything.  Not only did this solve a big problem for them, but it was spontaneous and most importantly unexpected.  The clients were floored and I had made a huge deposit in our “relationship account” that said they were worth far more than any agreed upon terms of business.

Don’t miss these.  These opportunities come quickly and without notice.  If you are not watching for them, they will get away.  Keep your eyes open for spontaneous, unexpected ways to give friends, spouses, and clients more than they asked for.  The extra 2% effort will communicate trust and appreciation. 

Minor things can become moments of great revelation when encountered for the first time.  ~ Margot Fonteyn


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