I want to share with you the exponential value of experiences. I love meeting up with friends and trying new culinary experiences and went out for dinner with a big group of people. Normally, I’m not a big fan of pre-set menus, but with a big group of people it just makes things easier. The appetizer was amazing, the main courses and dessert were okay. The company and conversations were brilliant!
Then, the problem arrived…
Time for the bill to arrive. They gave us each individual bill and brought the payment machine. Seems logical, right?
BUT… They didn’t disclose to the table or anyone that they had decided to include 18% tip to the bill. So, as everyone was getting ready to pay and in the middle of different conversations, they paid tip on top of the tip. The waiter didn’t disclose anything. Double tip.
End result – everyone felt cheated at the restaurant. It didn’t matter if the food was beyond good, it became a warning story for others to share about the restaurant. The restaurant lost repeat customers and potentially referral business. All to make a quick buck. Was it worth it?
What is the cost of mistrust and lack of transparency in today’s digital age?
Compare it with this experience
Then, I took my nieces & nephew organic strawberry picking at an organic farm. My dad laughed at us. ‘Pick your own strawberries’; ‘free child labour’; and the strawberries will be more expensive than the supermarket. But, it was for the experience. My nephew LOVED riding on a tractor to the strawberry fields. The entire experience made us appreciate the hard work of enjoying strawberries.
It was so fun until half way through, we ended up in a rain storm and of course, we couldn’t actually fill out our baskets with strawberries.
This organic farm, said that we could have a store credit for being rained out. We grabbed two pies and took them to the grandparents place. They didn’t have to do that, but they wanted to ensure that we had a great experience. It’s a small family run farm, this would definitely eat into their profit margins. However, they were thinking about the big picture.
As a result, we told everyone about our adventures picking up strawberries and how we got these pies. Next summer, I’m definitely going back to this farm. Loved the entire experience. This is the Organics Farms, for those that want an exceptional experience.
Moral of the story:
Decide early on, what is the value of experiences that you want to leave people with. What feelings, impressions and stories do you want your customers to have and share. Then build the supporting processes, infrastructures to support that holistic vision.
Who doesn’t want referrals and repeat business?
Do you have any experiences that ‘WOWed’ you or made you roll your eyes?
P.S. If you liked this blog, then you might like this one about The difference between good and exceptional
About the Author:
Sapna Malhotra has over two decades of international management consulting experience in the technology industry. Her career started at Accenture and includes leading the global business change and optimization consulting practice at Amdocs Consulting for over 350 consultants worldwide. Her consulting experience has taken her all over the globe helping clients increase their top line or bottom line. She is also a globally recognized and Certified Management Consultant (CMC) and a Chartered Professional Accountant (CPA). She is also currently teaching part-time at George Brown College, teaching Introduction to Management Consulting. Her book – Connect the Dots, How to Turn Strangers into Meaningful Network Relationships has become an Amazon Best Seller! She truly believes that education and awareness is instrumental in overcoming any obstacles and perception challenges both globally and locally.