What do YOU value? So much is written about what we perceive our clients value but I’m interested to know what happens when we turn the tables and ask, “What do you value?” Do you ever take note of it and ask yourself “How could we manifest that into our business?”
I had a personal experience last night where the person I was interacting with went so over and above my expectations I would have paid the ‘earth’ for her services! In a nutshell, the person in question showed genuine care and compassion, took it upon herself to find a solution [outside her normal working hours] and followed up! Nothing too had there, but how many times does that happen to you in your day? What did I value from that experience? Someone going above and beyond but in their opinion were just doing their job.
I’m not suggesting for a minute that you need to work outside your normal business hours for people to value you, what I am suggesting is that perhaps we need to be a bit more aware of what we ourselves value.
We all talk about differentiation and improving the client experience and constantly seek the answers when, the answers might be in our own daily interactions with other people and businesses.
Many years ago I worked with an Advice business in Melbourne on this exact issue and one of the initiatives that was taken was to log every wonderful experience anyone had outside the office. So, every time someone went to a hotel or something similar and had a great experience the actual experience and emotions [how they felt] were noted down in a simple exercise book [attached to the wall by a piece of string] on the kitchen bench.
Then, each month a marketing meeting was held with all staff and one of the items on the agenda was the logbook. What had been noted down and how could that feeling, that experience and emotion be manifested into this business?
Perhaps that something you can implement into your business?
Sometimes we simply couldn’t think of any bright ideas but sometimes we could and that’s when the magic happened and new experiences and processes were introduced into the business.
Anyone can copy what you do but they can’t copy how you do it and who you are, it’s those things that make people really see and experience your value.