Client Satisfaction or Delight?

Here's what most business owners don't get:

It's not enough to satisfy clients, you need to delight them. The
good news is that this really works. The bad news is that it takes
more thought and effort than the average business owner is
willing to give.

I recently went on a vacation to Sedona Arizona, as I mentioned
last week. Well, Sedona itself certainly delights. It's a natural
wonder and the spectacular red hills, desert pants and
breathtaking hiking trails don't need any marketing help.

But it's a different case with the restaurants.

I'd like to compare two for you.

The first night we went to Hiro's Sushi. Like most Japanese
restaurants, the food quality was excellent. Everything tasted
great and the portions were generous. We enjoyed our meal. They
were definitely giving us satisfaction for money spent.

But the place was the definition of boring. They had taken over
from another restaurant six weeks ago. The previous restaurant
had bad food, so at least they were an improvement. But other
than putting in a sushi bar, not one thing had changed.

They were just marking time. Just getting the food out there.
Nothing special. It could have been any other Japanese restaurant
in the world. As they say, nothing to write home about.

Then a couple days later, on a recommendation, we were sent to
a Mexican restaurant called Elote.

The location wasn't too exciting. We had to wait an hour to get in.
But when we did - ay caramba! This wasn't an ordinary Mexican
restaurant. In fact, it was better than any restaurant I'd been to
in Mexico.

The dishes were indescribable, but I'll try. Their signature dish is
called "Elote" which consists of roasted corn scraped off the cob
and then mixed with mayonnaise and spices. Beyond belief.

We weren't that hungry, so we ordered appetizers. There was
more food than in most main courses. I got chicken mole tacos
and my wife got shrimp tacos. The sauces were unbelievable. I
can still taste them.

The service was also spectacular. We felt we were the most
important guests in the world with a waitress who appeared to be
the most cheerful person on the planet.

Now that's what I mean by delighted.

When you go to Sedona some day (and you must!) what are you
going to check out first, Hiro's or Elote?

Wish they delivered to Boulder Creek!

http://www.elotecafe.com/

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The More Clients Bottom Line: If you're only satisfying your
clients, I promise you, it's not enough! These days people want
even more value for their money. You have to delight them, go
the extra mile and provide more than service, but an experience
that is memorable.

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