Creating an Exceptional Experience I

Exceptional Experience The Golden Rule Amanda Pratt

WHAT DOES EXCEPTIONAL MEAN TO YOU?

THINK ABOUT A TIME THAT YOU HAD EXCEPTIONAL SERVICE

WHERE WERE YOU ?

WHAT MADE IT EXCEPTIONAL? WHAT WERE THE SURPRISE AND DELIGHT MOMENTS? HOW DID THAT MAKE YOU FEEL?

WHAT IS THE DIFFERENCE BETWEEN GOOD AND EXCEPTIONAL?

GOOD VERSUS EXCEPTIONAL GOOD- YOU HAVE ACHIEVED RESULTS AND MET REQUIREMENTS, NOT BAD, ALL RIGHT, DECENT EXCEPTIONAL- SOMETHING TOTALLY UNEXPECTED, YOU HAVE FAR EXCEEDED REQUIREMENTS, SUPERIOR, OF THE HIGHEST QUALITY

THINK ABOUT THE LAST TIME THAT YOU WENT SHOPPING FOR A TRIP, DID YOU SETTLE ON THINGS THAT JUST LOOKED GOOD, THAT WERE ALRIGHT , THAT WERE JUST DECENT? OR DID YOU GO FOR THINGS THAT MADE YOU FEEL EXCEPTIONAL AND OUTSTANDING? IF YOU AREN’T WILLING TO SETTLE FOR GOOD IN YOUR OWN LIFE THEN WHY ARE WE SETTLING WITH THE EXPERIENCE THAT WE ARE GIVING THE GUEST?

LET’S GO THROUGH THE VOG AND SEE HOW SHE FEELS……..

EXCEPTIONAL: MONICA WAS TOP NOTCH AND TRULY SEEMED TO LOVE HER JOB. SHE ENGAGED WITH MY GUEST, AS WELL. I CAN'T BEGIN TO EXPLAIN WHAT A GREAT SHOPPING EXPERIENCE THIS WAS. THE BEST EVER! I WILL, MOST CERTAINLY, BE RETURNING TO DO MORE SHOPPING. THERE IS NOTHING THAT COULD BE DONE BETTER. THE ASSOCIATES IN THE STORE PROVIDED TOP NOTCH SERVICE. I FELT THAT MY SHOPPING NEEDS WERE ANTICIPATED AND MET. THIS WAS AN OUTSTANDING EXPERIENCE FROM START TO FINISH. I WAS GREETED WHEN I ARRIVED, ASSISTED ON THE FLOOR, ASSISTED IN THE DRESSING ROOM, AND RANG UP QUICKLY AND EFFICIENTLY. ALL THE ASSOCIATES IN THE STORE WERE FULLY ENGAGED WITH THE GUESTS AND WERE ALL GENUINELY HELPFUL. THEY WERE VERY ENERGETIC AND HAPPY! THIS WAS ONE OF THE BEST VISITS I HAVE HAD SO FAR. THE GIRLS WERE ALL VERY ENGAGING, NICE AND READY TO HELP. THE ATMOSPHERE WAS GREAT TO BE IN FOR THE START OF THE NEW YEAR!

GOOD:

ALL THE ASSOCIATES WERE VERY FRIENDLY AND NICE. THE ATMOSPHERE WAS VERY PLEASANT. I LOVED THAT THE MOST. THE STAFF WAS FRIENDLY AND POLITE. THEY WERE ATTENTIVE AND HELPFUL. THEY WORKED WELL AS A TEAM. THE ASSOCIATES WERE SO KIND AND INVITING. THE FRIENDLINESS OF THE ASSOCIATES WAS EXCELLENT. I HAD A PLEASANT EXPERIENCE AT THIS STORE. ALL THE ASSOCIATES MADE ME FEEL WELCOME AND THE AMBIANCE WAS VERY NICE. CAN YOU SEE THE DIFFERENCE BETWEEN GOOD AND EXCEPTIONAL?

WE HAVE ALL HAD THOSE SURPRISE AND DELIGHT MOMENTS THAT HAVE LED TO EXCEPTIONAL EXPERIENCES. WHAT DO YOU THINK IS STOPPING US FROM BEING EXCEPTIONAL ALL THE TIME? YOU DO NOT ALWAYS NEED MONEY, OR EXTRA PAYROLL OR GREAT TECHNOLOGY TO ADD A SPECIAL TOUCH, ALL YOU NEED TO DO IS TO THINK OUTSIDE OF THE BOX. SMAL GESTURES GO A LONG WAY. TAKE THE NEXT COUPLE OF MINUTES TO THINK ABOUT A SURPRISE AND DELIGHT MOMENT THAT YOU HAVE HAD….WE CAN’T WAIT TO HEAR ALL ABOUT IT.