There is a common type of "challenge" whether the theme of the show is cooking or interior design or dating. It revolves around creating something for someone else based on understanding that "customer's" expectations, needs, tastes, etc.
Recently, a judge on one of the shows -- I think it was Vern Yip but don't quote me on that -- made a comment which got me thinking. He wasn't complimenting the winner so much as explaining why the runner-up didn't win, despite the fact that he done a great job executing exactly what the "customer" had asked.
"Sometimes it's not about just giving someone what they imagine as the perfect thing. It's about going to that place where you give them something even better than anything they could have dreamed."
As you know, I enjoy relating principles which work in a successful business as well as in a successful personal life. (Thus the birth of Personal Strategic Management.)
So I got to thinking about all of the training I've received over the years about Quality, TQM, Customer Delight and so forth. Throughout my professional life, I've made it a priority to build relationships and perform to a level of service that significantly exceeded what my clients had ever expected. My goal has been to go far beyond "satisfied customers."
In my previous career, this is what helped me (and my amazing team of like-minded professionals) grow a strategic accounts business from $3M to $38M in less than four years.
I know it's a practice which leads to professional success.
But what about in life? In my last post, I said that we are our own customers. So now I'm wondering: How well am I doing for myself and my own "customer satisfaction"?
What are my service level expectations? Am I capable of exceeding those to my own delight? Gosh - am I even meeting my basic needs, let alone anything above that?
How would you answer that question?
My thought process extends out beyond myself to my next nearest target market: my children and my husband. I honestly think I do delight my kids and it brings me the greatest joy to do so. My dear hubby? I'm not 100% sure. I may need to conduct a survey, though I can think of a specific test environment which may influence the results to my favor. *evil grin*
This question about not only meeting, but exceeding expectations applies throughout the extended layers of our lives. Family. Friends. Work. Local community. Globally.
As you ask yourself and others "How can I help you today?" how great it would be to go even one step further towards creating delight.
Call me a hopeless optimist, but I believe it is possible to live a life which is even better than our wildest dreams.
7 comments:
Hey Charlene!
This is a really thought-provoking post and it really chimed with me.
At customergency.com we focus on helping businesses go beyond customer satisfaction into the realms of unexpected delight. It applies, as you say, equally to your personal as professional life.
I sight patterns forming from small and medium sized companies of this exact philosophy in action. And it's unusual that guiding principles in life and work resonate from the 'bottom up'.
Love your blog! Keep up the inspirational writing.
Dave Thackeray
Chief Inspiration Officer
customergency.com
I think your post says a great deal about how women think. I once read a research study that analyzed the difference between how women aproach salary negotiations for themselves and their teams vs. men. According to this study, men tend to push just as hard for themselves and their staff. Whereas women tend to go to the wall for their staff but neglect their own best interests. This study and your post remind me that it is good practice to exceed expectations--for others...but also for myself.
Family is a prority, of course, but "one" can help many, many people if they are skilled at managing others at work. That is my personal challege - I can help everyone....who should I focus on?
Thanks for the post.
Charlene,
well little lady, here in these parts, those that is successful have always gave a hand up yo thse that need it instead of a push down. sekert always been, give more of yourself and less of the bull, and the cows will find their way home.
me and bess like your affirmations too.
Exceeding expectations is something that I do pride myself on attempting to do. In concordance with your thoughts, I have no desire to do something just well enough to get by.
"You are, where you are, at any given point in your life, because, you, choose to be there."
lew tice
plainolebob
For some reason I JUST saw your comments. THANK YOU! Its nice to get a little encouragement. I like your shorter posts, I have a short attention span. But ironically have too much to say ;)
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