We were with a client recently and they took us on “walkabout” of their beautiful facility. The purpose was to find a starting point, a beginning for our OLA project (One Level Above). The goal was to find a single thing to do that would improve their client experience. John and his team were talking about how to improve this thing and as their brains were working around the project, we stopped them, right at the entry door. The evening was turning to night and we asked what they noticed. They looked at each other and didn’t understand. We had them turn around and take a look at the parking lot. It was filled with cars, client/customer/member cars.
There were three large lighting fixtures that weren’t working. John turned to me and said, “Hmmm, we’re talking about the wrong stuff aren’t we?”
Strategy, any strategy, has a beginning. We often have a hard time figuring out where to start. Creative Ventures recently wrote about the importance of TABLE STAKES, the basics that form the backbone of your client experience. It’s a great starting point, a huge X on the thinking map. If you’re not good at the basics, there is no point in looking beyond for your next idea.
When the basics are left to a shrug of the shoulder you’re in trouble. We don’t realize how important a client’s expectations are. Before the delicious meal is served, before they are greeted, before they taste a spectacular Merlot, they’ve already begun their client experience and as boring as parking lot lights might be, for all the sex appeal they lack, they are a fundamental detail and deserve more than a glance.
It’s not just the lights, it’s how you answer the phone, it’s the condition of your uniforms (if applicable), and it’s understanding the critical nature of the meat and potatoes of your job.
The experience of surfing starts way before you belly your board and paddle out to the first break. It starts with checking the daily surf report, with the wetsuit and the right wax. It has a beginning that starts far ahead of the first wahoo! Beginnings form the spark that ignites any client experience and becomes the starting line for a deep dive into your table stakes. Beginnings form end to end connections. They complement and reinforce your efforts. They need attention.
My team and I had just arrived at our destination airport. The hotel was nearby and they made a big deal about providing a shuttle service that worked as simple as a phone call and in less than 10 minutes you would be on your way to our welcoming embrace. 30 minutes after our call we were still waiting. I called back and they said, we’re running behind but we will be there in 5 minutes. 20 minutes later, still no shuttle. I don’t care how soft your bed is, I already have become judge, jury, and executioner. I didn’t ask for them to have a shuttle, they provided it as TABLE STAKES.
Make sure you know your beginnings. They have a geography that leads to the emotional commitment I am willing to give to your business. When the focus is in the right place, your table stakes, your basics become a strategic way to differentiate you in a crowded marketplace.
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