Ralph Waldo Emerson, the American thinker, is commonly credited with saying, It’s not the vacation spot, it’s the journey.
The concept is that the journey is simply as vital—perhaps much more so—than arriving on the vacation spot.
I lately attended a lecture by a magician who shared his “secrets and techniques” for making a present that folks wish to come again and expertise repeatedly.
The message was clear. Regardless of how wonderful the methods are, it’s the character and patter (the phrases used all through the present) that make individuals giggle and entertain them alongside the way in which—as within the journey created on the way in which to the tip of a trick.
The idea of the “vacation spot, not the journey,” not solely applies in life and magic exhibits but additionally in customer support. Have you ever ever had a disagreement with somebody in an organization? (In fact, you have got.) You knew you have been proper. You pleaded your case, requested to talk to a supervisor or supervisor, and after spending extra time than vital, the incorrect was righted. The vacation spot, as within the decision, was what you wished. The journey, as in what it took to get there, was a catastrophe.
Not all that way back, I wrote an article a couple of parking zone that had open areas. Everybody may see them, however the worker on the gate claimed there have been none. He dug his heels into the bottom and refused to let me park in one of many half-dozen areas we may each see. I requested to talk to the supervisor. He made a name, and 5 minutes later—regardless that it appeared like extra—he begrudgingly let me in. Did it should be that arduous? In fact, not!
The journey taints the vacation spot
Was this a combat the place I gained, and he misplaced? That’s what it felt like, but it surely shouldn’t have been like that. Too many occasions, a buyer has an pointless “combat” with a customer support rep to resolve a difficulty. If the tip result’s what makes the client completely happy, don’t make them combat to get there. That journey taints the vacation spot, typically to the purpose the place the client, even when they get what they need, gained’t come again.
In customer support, the journey is what really shapes the client’s perceptions. Companies ought to try to create a seamless, straightforward, and gratifying expertise at each touchpoint, similar to a great magician’s present delights the viewers from begin to end. By prioritizing the journey, firms can be certain that the decision not solely meets the expectations but additionally enhances the general expertise, encouraging repeat enterprise and fostering belief and confidence, which ends up in repeat enterprise. Bear in mind, it’s the memorable journey that can get your prospects to say, I’ll be again!
Shep Hyken is a customer support/CX knowledgeable, award-winning keynote speaker, and New York Instances bestselling creator. Be taught extra about Shep’s customer support and buyer expertise keynote speeches and his customer support coaching workshops at www.Hyken.com. Join with Shep on LinkedIn.
Shep Hyken
Shepard Displays, LLC.
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