[tentblogger-vimeo 16092164]
[Like the quality of the screencast? I use the Screenflow app for it!]
Had a rough morning today as I missed a flight out to a conference that I was supposed to speak at. The combination of frustration and guilt combined with terrible customer service was a little too much for me!
But I was able to take something away from the experience; it was a subtle reminder to do all that I can to serve and go the “extra mile” for my visitors and readers.
We have an opportunity to make a lasting impression on people who can (and will) definitely return to our properties. Have you made their experience “easy”? As I mentioned in the video, a few things to remember:
Just one more...
- Is your design “easy” to look at on the eyes?
- Is the information (architecture) simple and intuitive?
- Are the features and functional elements on your blog providing high value?
- Is it easy to subscribe and engage?
- Do your visitors get to the information they need effortlessly and without pause?
- Does it “feel” welcoming?
Delta failed today; don’t do the same!
Life is a mixture of the grind and the glory! Be encouraged.
thanks dude! most of the time it’s grind.
Very, very applicable, helpful, and considerate video and thoughts. Thanks for this as it’s applying both to me personally in my own blogging and professionally as I interact with customers on social media every day.
have to, right? i think about it all the time… how people are coming back to this growing blog and how the first impressions are pouring in right now.
i want to be the best steward possible.
I met a guy from Disney once who told me something I’ll never forget. He said “always think about INTENT TO RETURN.”
It’s a perspective of always thinking about the guest. Making things easy for them, appealing to them and useful or entertaining so that they receive max value. It’s a mindset of not only thinking about THIS visit but also their NEXT visit and aligning things so that the next visit actually occurs.
Great experiences and WOW service has a way of doing that. Sad that far too many orgs just focus on getting someone there the first time and not the next.
yikes. i like that disney quote too.
you’re so full of them.!
It reminded me of this verse, “And if anyone forces you to go one mile, go with him two miles.”
Pretty deep.
I have thought about this before in the context of pastoral ministry. It is easy to get caught up in the busy schedule of “ministry” that when someone knocks on the office door, or the secretary says there’s someone on the phone for me, I am annoyed because it interrupts my “flow” or my schedule. I have to recenter myself on the idea of serving from time to time. Thanks for doing so here…and, you had already done so when we met at Catalyst. Your words, “How can I serve you?” were a re-centering moment for me. Thanks for your transparency and your heart.
randy,
it was great to run into you in the hall. that was fortuitous!
My business is one of yearly renewals. Many of my customers have been with me for five years or more. That yearly repeat business is the basis of my business’ ongoing viability. Customer loyalty doesn’t come easily though so I always try to go the extra mile for my customers because it makes them want to stay.
In terms of pure time spent with clients I almost always make a net loss in the first year because I give so much time and attention to them but soon they don’t need me so much anymore and their accounts become profitable to me in subsequent years.
The same goes for blog readers, as you’ve so rightly said. Doing that little bit extra for them initially will reap dividends in the longrun in terms of returning readers and people recommending you and your blog to others.
love this. i like how you think long-term. that’s a great thing to live by.