You get to decide what experience your clients will have with you. Will it be transactional or transformational? Will people feel like they matter, or just like they’re another number?
At Freddy’s Steakburgers, we helped them move beyond just serving “great steakburgers and custard in a fun environment” to delivering that food “with gracious hospitality in a fun environment.” That small shift in their experience vision helped them win the National Restaurant Award for best fast-casual restaurant in the United States.
The Ritz-Carlton understands this completely. Every morning, their teams gather for a brief meeting reinforcing one simple behaviour for that day. Maybe it’s smiling at every guest. Maybe it’s greeting everyone with “good morning” in the hallways. But there is no doubt people will pay $600 a night instead of $279 across the street just for the elevated experience Ritz and others like the Four Seasons delivers.
The same is true in every industry. When you give people a great experience, they will pay more, say more, and do more to spread the word. Social media is essentially a place where people share their experiences—the good and the bad.
The professionals winning today are the ones creating experiences that make people feel valued, understood, and cared for. They’re building relationships that drive both revenue and loyalty.
Remember: What matters most is how you make people feel when they interact with you. Make them feel like they matter, and they’ll become your best advocates.
What is the experience you want people to have with you?
Start with the right foundation and get practical tools and strategies in my latest book 100 Proven Ways to Acquire And Keep Clients For Life.
Enjoy!