competitive reality television....
There is a common type of "challenge" whether the theme of the reality 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 really 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.)
This got me thinking about all of the training I've received over the years around 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.
So, 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?
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.