I’m a Delighted End User

While it may seem small, the ripple effects of small things are extraordinary.

-Matt Bevin

 

Extraordinary customer experiences seem to elude us at every turn. I often wonder if it seems like too monumental a goal to reach for and perhaps that is why we settle so often for mediocrity or words like fine, ok, good, alright, and the like. If you think wowing your end user, client or prospect requires extraordinary effort I’m here to tell you it often doesn’t. Here are three great examples of what I mean.

 

First…

I was sitting in my plane getting ready for the flight from Portland to Austin when I took out my headphone case and realized; DAMN, I left my headphones in the hotel room. I was charging them and they’re black, the nightstand was black and the combination equaled invisible to my standard last minute “do I have everything” room inspection.

I had a backup pair, but I loved those wireless earbuds. I chalked them up to another absent-minded loss. When I landed and turned on my phone, the hotel manager had sent me a text:

 

Mr. Harvill, we found your headphones and have put them in the mail to your Austin address.

 

HUH? WHAT? You’re kidding. I immediately looked up the hotel phone number, called the manager and said, “THANKS!”

 

Next…

I was getting off a flight in Charlotte where I had a two-hour layover before my next flight. As I got off the plane there was an airline representative who asked, “Where are you headed?” I said, “Myrtle Beach in a couple of hours.” She told me the plane at the very next gate was headed to Myrtle Beach in 15 minutes and there were seats available. “Want to head out early?” HUH? WHAT?

 

Then this happened…

I don’t do any banking. My wife handles all the personal stuff and the Dallas team does all the business stuff, but I was in need of 500 pennies. Yeah, 500 penny’s (a common tool we use in our workshops). So, I walked into our local branch and was greeted with a big, “Hi, we’ve got fresh coffee and just baked cookies, want some?” Uh, YEAH! Then I thought, HUH? WHAT?

Every day our meters are set at normal.  Our expectations are for minimum effort and when even the smallest thing shatters our daily hamster-wheel-existence we are stopped in our tracks. We respond with our eyebrows raised in incredulity. What the heck, a twinkle of kindness, an extra step of effort, a simple moment changes things.

The three instances I shared made me write this.

Those minutes are measured in seconds of impact.

It doesn’t take much. The space between ordinary and extraordinary is smaller than you think. It just takes a moment, one available to everyone. It’s what separates and differentiates companies and organizations. It’s about training, accountability, and focus. I mean, how expensive is a smile?