It's All About the Experience - Meaningful Relationships = Value

When I am out and about on errands I don’t go into a store wondering what type of experience I am about to have but when I leave that will be paramount in my mind. The other day my son and I headed for, not regular Wal-Mart but Super Wal-Mart, to pick up some last minute project supplies and a little treat for our baby turtles. I found a space right away as the amount of parking is absurdly wonderful. Then upon entry I was greeted by a smiling face and a clean store, aah already starting to grin back at people I pass. We had a list to check off and a quick get away to make. We found our items quite quickly and I heard the dreaded “I have to go to the bathroom”. Oh, my well since I have to wait a moment, then I will go to the pharmacy section to pick up my favorite allergy medicine since I am running low. It took a minute for anyone to notice I was there although I am not certain why… So when the clerk came up I was beginning a downward spiral toward surly. In a curt tone I told her what I needed and she said no problem here you are. Hmmm she sounds nice… she then asked how I was doing and I proceeded to tell her I had just been hit in a car accident. She asked me how I was and told me she was glad I wasn’t hurt. Another plot clearly designed to win me over. But as I left to go to the real check-out counter I was again smiling. My son met me at the cashier and we began to discuss the how and what of his project. The cashier said “sweetheart, what kind of project are you working on?” He of course beamed, and replied “we are doing a county fair and my county is Rowan, I have to write a report, prepare tri-fold boards and design a game to play.” She then asked what grade he was in and he replied 4th grade. She said he must be pretty smart to do all that as she didn’t even recall a computer when she was in 4th grade. She wished us good luck on our project and we went towards the door. Now my son was smiling too. We were greeted again by someone that wished us a nice day and we had to agree it had been. The focus that day in Wal-Mart had been on people – I hope that is what people will say when contacting us.

You might say that is the exception not the norm and you are correct. It should be but many businesses have no idea “how they feel”. I can tell you that I will not only continue to go to that store but tell others about my experience. My only hope is that my view isn’t changed in the future and that they continue to win me over every time. So in conclusion, today do three things, first find out how your business feels when someone calls or clicks on your website. Secondly, check your email responses or direct messages, your voicemail even and see “how you feel” to others who contact you. Lastly, remember that you not only have a chance to win a new client/customer by providing them with a great experience but you have the same opportunity to lose them each time they interact with you or your firm. Bring value to your relationships and your firm by creating a wonderful experience in all your interactions.