Several years ago when our team members collectively drafted our mission statement, one of the underlying principles defining who / what we are was “We strive to do more than our clients expect”. Subsequently published on our web site as part of our culture, we endeavor to live up to it – not always as successfully as we would like, but nonetheless always attempted. Unfortunately in our society the value of exceeding expectations is more often forgotten or ignored than practiced. There aren’t a lot of great examples of companies or organizations who do this. Two years ago, on yet another honeymoon, I experienced it first hand.
The Four Seasons Resort at Manele Bay on Lanai in Hawaii is a genuine five star resort. Of course you expect ‘over the top’ service, and you get what you pay for. Even so, having the pool staff bring iced lemon water around; re-arranging chaises; providing fresh towels; more sunscreen, etc. was awesome, but the over the top service was exemplified when they came by with lens cleaner and a soft cloth and offered to clean your sun glasses. Greeted by name in the lobby with champagne, fresh fruit in the rooms. The cost to the Four Seasons in providing these ‘extras’ was minimal. The impact was massive. I hadn’t run into anything quite so impressive until last week when I spoke at the Small Business Conference hosted by the Michigan Association of CPA’s.
Getting to Grand Rapids from Reno with the current state of the airlines proved to be a challenge. Arriving late, and after midnight I was surprised and relieved to be met at the airport and taken to my hotel, the Amway Grand Plaza. Upon arriving, and too tired to wait for room service I was again surprised to find MACPA had left a very welcome gift basket with a light snack in my room, with a personally written welcome note. The next day while re-writing my presentation (and trying to decipher the ink splotches on a cocktail napkin that had been my notes), a box of ‘home made’ cookies was delivered to my room with another personal note and offer of assistance. Again from MACPA. After my presentation a car picked me up for my trip to the airport along with a small gift and a thank you note from MACPA.
The staff was incredible. The hotel was wonderful, and the food was fine but that’s expected. That’s a given. It was the little inexpensive unexpected things emanating from the thoughtfulness of the MACPA team that made this presentation a great experience.
In the weeks before, the staff at MACPA were incredible. Attentive, thoughtful and responsive. Heather McGinty gets my MVP, but Judy Trepeck and others were incredible as well. Ok, so the beach at Manele Bay beats the pool at the Amway Grand Plaza in Grand Rapids, and the service at the Four Seasons was the best I’ve ever experienced. For exceeding expectations though, I’d have to go with MACPA.
What do you do in your Firm to set yourself apart by exceeding expectations? It will make a difference.
It is not always costly to create a perception of value with your customers and clients. This may or may not add a lot of value to the client experience, but it creates a perception and a feeling that they are willing to pay for and likely to repeat.
Comment by Shane Eloe — September 3, 2008 @ 8:54 am