DELIVER A GREATER EXPERIENCE THAN WHAT IS EXPECTED.
To deliver a greater experience, leaders must get the details right, communicate clearly, and add thoughtful touches that create lasting client loyalty.
Deliver a greater experience than what is expected. That’s a standard the EAG team is aware of and tries to live by on every project. We desire to leave the client wanting more, not because we missed something, but due to the fact that they are so elated with what’s been provided they want the experience to continue.
How can you achieve this? Allow the experience that is created to be of greater value than what was paid for it. If a client is paying you $100,000 to redesign the interior of an Airbnb, allow the quality of the work and the appearance of the finished product to have a $200,000 feel.
Leave Some Magic Off the Table
First, leave some magic off the table. Have some extras in mind but don’t include them in the contract. Detail how you’ll fulfill the obligations of the contract but leave the extras as a surprise and delight. When the project is complete, allow the client to be amazed at what the finished product is.
Get the Details Right
Second, pay attention to details. When details are ignored, the best of intentions cannot salvage the relationship with the customer. Consider that your business is a resort. The décor could be stunning, but has the room been dusted properly? Details matter if you want to deliver more than what is expected. The person staying at your resort expects the room to be clean with fresh towels waiting on them. But would they be expecting a welcome basket that includes snacks and champagne? With that one extra you’ve created a memory they’ll never forget. Get the details right and then adding some magic on top becomes easy.
Communicate Clearly and Continually
Third, communicate clearly and continually. Don’t make a customer wonder what the status of the project is. When you think you’ve communicated everything clearly, communicate some more. If the vendor or client must approach you for an update, then you’re failing at exceeding expectations. The person paying you money expects you to be in contact with some updates along the way. Do your best to overcommunicate. Be honest about hurdles and problems. Don’t hide a delay. Own the problem. Be quick to apologize and make things right. Don’t think you’re being kind to the client by not interrupting their day with a phone call. They want to hear from you. Information is king and keeps trust in the relationship strong. Don’t just communicate, overcommunicate.
Follow Up with Care and Gratitude
If you deliver an experience that is greater than what was expected, then you are well on your way to building an enduring brand. A brand with loyal customers who will tell your story for you. Exceed expectations and your sales will exceed forecasts.
Creating Unparalleled Experiences,
CHRIS ADAMS
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