Which Consideration: Function Or Purpose?
Picture this instead: What if the moment your fellow on the ladder sees the overburdened mom returning from the pool, he thinks to himself,
‘‘My routine daily function is to change light bulbs, paint ceilings, and fix pipes, but the reason I’m here, my purpose, is to help create a memorable experience for guests’’?
Understanding this, he immediately climbs down and opens the door for her—before she has to fumble with the door handle or knock to get attention.
The maintenance engineer—inspired by your leadership—has now provided genuine service that anticipates the customer’s needs. The timing of the engineer’s intervention is the only measurable change, but what a difference that tiny change makes!
Suddenly this employee has anticipated a customer’s need, a need she has not yet expressed. In doing so, he has honored her idiosyncratic life circumstances—her individual humanity.
This extraordinary kind of service is a highly reliable path to winning customer loyalty.
You probably have doubts.You may doubt that your maintenance engineer or other rank and file worker would ever anticipate the needs of customers so masterfully. We’ll show you how and why he can and will. You may doubt that you can afford to create such lavish standards of service. As one of our students put it, ‘‘In one of Leonardo’s five-star resorts, I can see it, maybe.
But in Micah’s bootstrapped ventures—how does he pull off that level of service? As for my own company, I need my maintenance workers to stay up on their ladders, thank you very much!’’
Actually, creating extraordinary service systems is a cost-effective proposition for almost any business: the natural outcome of a systematic approach to customers. And such service pays great dividends in reasonably short order.
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