This was the stage of the client experience where my expectations were unquestionably being met, and perhaps even slightly exceeded. Without much thought, I thanked him and took him up on his offer. As my group disembarked the shuttle, the driver asked if I would like for him to dispose of the flip-flops. (You may be judging my footwear choices but trust me when I say these were some incredibly comfortable flip-flops.)Īt this point, there wasn’t much else to do but head back to the hotel for some drinks by the pool. I experienced this firsthand when, after a full day of sightseeing and shopping, I was climbing the steps of the shuttle bus and the toe of my flip-flop caught on the top step and the whole top strap ripped off, rendering the shoe useless.Ī mixture of embarrassment and frustration came over me as I explained to the other members of my group that I only packed one pair of flip-flops – and they just happened to be my all-time favorites. The staff at the resort – and in particular a shuttle driver named Frank – were constantly looking for opportunities to meet the unstated needs of their guests in ways that go beyond the expected or requested to reach a level of delighted. Have you ever heard the expression, “Radar on, antenna up”? I first encountered this motto – and saw it in action – during a stay at the Ritz Carlton St. And in today’s crowded marketplace, where consumers increasingly rely on word of mouth to make purchasing decisions, the need to anticipate and exceed clients’ expectations is more pressing than ever. That leaves the client experience as the one thing that can truly differentiate us from our competitors. Performance is a constant pursuit over which we have little control. Whether you’ve had your practice for 30 years or are just getting started, perhaps the most important question you can ask yourself is, “Why would someone choose to do business with me?”įinancial products are commoditized.

Controlling the elements wow