At a very young age, my youngest daughter always asked a very insightful question at every dinner table.
The question was, “What’s the best part of your day?”
She always led us through the process, and she wouldn’t take anything but a gratitude statement of some kind as an answer.
I’m not sure where the question came from originally, but she locked into it until it became a family tradition.
How would your customers answer that question?
Hopefully, your service ranks up there in the answers.
If not? Why not?
What can you do to make your programs a highlight of their day, if they’re not already?
First, you can always ask them. I have before and I learned a lot.
Second, you can learn a lot by observation, much more than we think.
For example, we once observed that Moms with very young children had a hard time nagivating our front doors, expecially during rain or snowstorms.
Our solution was to station someone at the door during the really busy times to hold the door open, offer an enthusiastic hi, and a huge smile. Perhaps even offer an extra hand with something.
It made a world of difference to the customers and brightened their day.
It also contributed to our world class experience goals, and our member retention targets.
Want to grow your business big? The challenge for the next three days is to figure out one way you can make your customer’s experience the best part of their day, and then put your plan in place.
Remember, you only get results if you take immediate action on your ideas!
