Customer Care

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Sorry for the MASSIVELY long delay in posting again.  Bad form on my part. So here is a topic I need to embrace myself in many areas, but certainly on this blog. Customer Care.

If you are going to read my pontificating, then you are my customer.  As I have written before, my Dad taught me that nothing in the world has ever happened until a sales was made. Beginning with the serpent selling the apple to Eve.  So with every transaction of any type, there is at least one customer.

To that end, sorry customer.  Here at “Why We Do It” we strive for continuous improvement, and since I suck so bad at consistency with this blog, improvement will be easy.  :)  Here  we go.

 

At a recent Institute I was asked by one of our presenters how is it that we always provide high quality services throughout the entire company? Took me one second to respond. “Think of yourself as the customer. It’s that easy.”

Put yourself in the shoes of the attendee. Do you want long registration lines, sessions starting late, uncomfortable environment? Now role play as a presenter.  The professional speakers who makes her or his living sharing their intellectual property. Do you like bad AV set-up and nobody to help you fix it?  Totally frustrating.  Maybe you wanted round tables for a workshop verses classroom style? Did anyone ask you?  Maybe you asked and it didn’t happen. Or how about if the flow of the event is so confusing that your attendees can’t find the room on time, and show up while you have already begun presenting.  Now we have two upset customers.   And let us not forget the critically important internal customer?   At every event our customers are educators, teachers and GRADERS.  This means that we will have a room full of proof readers.  If there are errors in the binders, marketing materials, signage, you can guarantee we hear about it onsite…again and again and again.  And if the names are not entered into the system correctly (over 25,000 this year) the name badge is spelled wrong.  Now that shows how much care about you.  And how about if the warehouse team ships the wrong materials, or no materials, we are facing an onsite crisis.   You get the picture.  Every little detail is important and changes how people think about the event.  People rarely notice things when they are done right, but everyone notices when it is done wrong.

So at The Tree, we go to great lengths to think of what the customer wants. Customer defined as author, presenter, paying attendee, purchaser of resources, the next staff member in line to do their job. If you think of yourself as the customer, and put yourself in their shoes from the planning to the execution, you may just make different decisions.  And I guarantee you will have a better product.