“The doctor will be with you in just a second.”
25 minutes is the new second. I timed it.
(what other professions allow this?)
Last night, The Spaniard and I went to one of our favorite restaurants. Reservations were for 7:40 and we were seated after 7:55.
I love the place.
But when I have a reservation, I find a quarter of an hour wait to be inconsiderate. It starts everything off wrong (so the food better be fantastic… and in this case, it is).
Seth Godin recently blogged about the importance of “the last interaction” of the customer experience (very much a 212 message) but I don’t think it’s a beginning or end thing. I think it’s an all the way through thing.
Start strong. Work strong. Finish strong. Repeat.
If we’re lucky enough to have people talk/engage/buy/hire us then we should obsess over their experience… the whole experience... making it better and then better again. Very tough to do consistently but that’s the goal.
If we take any of it for granted, it makes it much easier for someone else to teach us a lesson… the hard way.
(this includes the work we do for our colleagues)