Introduce a little magic into your client experience to surprise and delight.
How do you create magic in the experience you offer your clients? Do you surprise and delight? Are you building loyalty or simply delivering your service? I just returned from Disneyland where I witnessed mastery of The Client Experience.
We were in line at the Indiana Jones ride. Right before we boarded our vehicle, my 6-year-old daughter dropped the oversized lollipop she was enjoying. It shattered, and she started crying. No big surprise. The surprise came when the ride attendant said, “Don’t worry, we’ll get you a new one.” My husband and I looked at each other and said, “Yeah, right, how are they going to pull that off?!”
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