Have you ever wondered how your customer experience impacts your business and brand?
Let me tell you a story where I was the customer with … an interesting experience:
When we decided to book our flat in Scotland for two weeks, we were immensely excited to learn that there were – not one, but two – Michelin-rated restaurants within walking distance. The term “Michelin Star” is the hallmark of fine dining quality with restaurants around the world proudly celebrating this attainment.
I’ve been in the coaching and consulting business for over 10 years now, and I’ve worked with hundreds of people, from the “starting a business” stage to the “multiple seven-figure profits” stage. I’ve seen it all. But more importantly– I’ve done a lot of things during that time to grow my own business too.
Before we go any further, know this: the grind is not always sexy.
I believe storytelling is a powerful branding strategy. It’s more powerful than a calculated algorithm or system — you see, storytelling is a strategic tool. Stories are compelling, they move you to action and enrich your experience.
Human beings love stories.
So, when I came within earshot of one on a recent vacation, it got me thinking about how impactful stories are in our daily lives and our businesses.
Are you looking for validation or improvement?
I had an interesting experience with a coaching client of mine that really made me stop and think. During our conversation, he asked me a question that had me thinking for hours after our conversation ended.
During my Roadmap Workshop, we cover all kinds of different topics. One really important one that we discuss is about rapid content creation.
I walked up to the front desk of the hotel and requested a flip chart for my room. The young woman at the front desk looked at me like I was crazy and said…“We don’t do that here.”
I explained to her that I knew they did because they had provided me with one before. Is serving customers about being right or doing right?
This week, I’ve got clients visiting me here in Nova Scotia and I’m prepping for next week’s Roadmap Workshop in Ottawa, which means, I’m a wee bit short on time when it comes to creating a brand new blog post.
That means I’ve got to make a decision: I can buy into the “I’m too busy to do this” mentality or I can do something else.
Years ago, I hired a web company to help me make some significant changes to my website. I soon realized that the only thing they could do on time was invoice me.
They failed to do what they said they would, they overbilled me for services they didn’t complete, they were late at delivering milestones repeatedly, and when I requested a meeting to discuss my concerns with them, they asked me to document them instead.
Needless to say, I fired them.
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