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Great Expectations

Think about it this way. When you sell stuff – tangible or intangible things – then the expectation you have for yourself is that you have the stuff your customers need, whether what they need are things or your attention.

“We plan to meet your expectations, we have what you need and we will serve you professionally, with courtesy and respect.” Most companies would be delighted to meet that expectation.

Shift …

What if you believe that what you really do isn’t about the stuff, and that instead you believe you are in the transformation business?

Your expectation is that anyone who has any kind of relationship with your company is transformed by the experience.

Your customer comes in for stuff, but leaves a different, better person. Someone new.

What does that shift look like in a toy store?

What does that shift look like in a hardware store?

What does that shift look like at a car dealership?

What does that shift look like in a movie theatre?

What does that shift look like in a city park?

What does that shift look like in your company?

What kind of transformation are you guiding your clients towards?

 

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