Last month I shared with you a story about an experience I had visiting a hotel and the impact it left on me (See “You Need To Live it To Achieve it” at www.SDMmag.com/ultimate-client-experience). The experience provided me with an important perspective about what the “ultimate client experience” is and how companies who live it, can achieve it.
However, we don’t achieve something by simply experiencing it once. Which is why I thought it would be helpful to share another story with a different perspective. I went to a well-known restaurant for dinner after a long day. When I came in I was greeted nicely and I was shown to an acceptable table and given a menu. However, the table had no napkin or silverware. I waited about five minutes to be acknowledged by my server. Finally I got a glass of water delivered (no lemon). Shortly after, my server approached me and I ordered off the menu with a few special requests.