Article contributed by Mark Sutherland.
Do you believe your customers and clients leave your business saying “what an experience” as in a great experience? Do you go out of your way to create an experience that is enjoyable, fun and beneficial?
How can you make an experience for your clients that leave them wanting more? The answer is simple; create an experience for your staff. Make work the best place in the world to be for 8 hours every day. You may have heard of the Seattle Fish Market which is famous for yelling fish orders and throwing fish across the shop to be wrapped up for the customer. They even get their customers to come behind the counter for some fun. They do such a great job of entertaining their customers that they are world famous for it.
Gordon Ramsey has a table in his kitchens where people can enjoy the food and be entertained by the activity going on in the kitchen. The chefs know they are on show and deliver a great experience for the diners. In one London restaurant this table for 6 is booked up months ahead and turns over £500,000 a year. People love it because it is an experience.
There is a bookshop here in Cambridge, New Zealand where I live that every Saturday has a young pianist playing on a real piano (as opposed to a plug in and play). The music is easy listening and perfect for browsing through the books deciding which one you will buy. The pianist loves it as she gets to play for an audience who thank her regularly as they leave the shop. A great experience all round.
Experiences are what people remember – get your staff to create an experience for themselves that can carry over to a customer experience or a client experience. We spend a lot of time at work so it should be an enjoyable experience that customers and clients can be energised by.
Think outside the square – be different and make your customers and clients love the experience of doing business with you.
By Mark Sutherland from the Peak Performance Insight FREE Resource Center
3 comments
Thanks Mark,
Welcome to the BNI blog and thank you for this contribution – which has today gone out to all 130 chapters as a suggested Education Workshop for next weeks meeting. I look for reading more of your articles on the blog as we go forward from here.
Kind Regards,
Graham
Thanks Mark
It’s quite a few years since you trained me as a Life Coach but I still remember the “experience”.
Nice web site and I’ve subscribed to the updates.
Stay enthused 🙂
Paul Meyer
Timing is always perfect Mark
Keeping a clients experience enjoyable and stressfree when it comes to their financial situation is what we have focused on since you brought to our attention the importance of their experience.
It has impacted very positively on the type of referral business we now recieve through our clients and we continue to grow in a market where many businesses are working hard just to maintain heads above water.
If we hadnt learned the art of experience selling we wouldnt be enjoying this success.
Looking forward to your next gem and even greater success. In the meantime I will give the team a gentle reminder on the importance of the client experience at our next sales meeting.
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