How Do You & Your Team Go Over the Top?
We spent some time in a hospice awaiting a family member’s death. It was a very nice building that looked like a big lodge and had a team that did their best to make everyone feel like they were at home.
Imagine being in a place where people know they have gone to die, but with a team that creates a culture of happiness, security, and little “surprise and delights”.
I could describe how each member of the hospice team did their job with real professionalism, happiness and care, but there’s one volunteer that stands out as one of the best.
She was an elderly lady that looked like a grandmother. She made the meals for the organization and served you refreshments as you sat in the room with your family member.
Not only did she surprise and delight us with her regularly visits to serve us some of her special cooking or just a drink, but she remembered everyone’s order of what they wanted— even if one of the other nurses had taken your order. She would bring in the tray and then hand out every item to the correct person who ordered it.
Who does that? You don’t always see that in the best of restaurants, but here it was true to form.
ACTION STEP FOR THE WEEK
1. How many people on your team create the experience similar to what I described above?
2. Is there a way to get almost each one of them come up with something they do to “surprise and delight” your clients?
3. Consider giving some awards (at meetings) to people who find ways to create great experiences for your prospects or customers.