Like the famous Got MILK? commercials, I wonder if you ‘Got MOTS’ . . . Moments Of Truth.
Of course you do. Why? Because every contact with a client is a ‘Moment of Truth’.
Local business consultant, Carl Swanback wrote an article for the NGCOA (National Golf Course Owners Association) in which he makes an important point:
The EXPERIENCE a client has with your business . . . can make you or break you.
Your real challenge is managing . . . to create an attractive client experience consistently. Just remember that client BEHAVIOR follows their EXPERIENCE — good or bad — with you.
In this model I use in my consulting, you can see that the ultimate metric of your business’ success — REVENUE — reflects the degree to which you create experiences, consistently, that are emotionally pleasing to the people you wish to attract and keep as your clients.
- The EXPERIENCE you offer your client is the ultimate DRIVER of your success
- Effective management . . . is the KEY to an attractive experience for your client
- A client’s experience (and, brand preference!) is . . . 100% under YOUR control
- Make sure the experience you GIVE . . . is the experience your client WANTS