Overjoyed without being Overwhelmed... How YOU can EASILY create joy for others.

This week I’ve had the pleasure to interview the leadership team for a Fairfax, VA based custom home builder.  The project that I am working on is to help them deliver “Ritz-Carlton” levels of SERVICE EXCELLENCE for each touch point along the customer journey.  While reviewing their current process, I would ask “tell me a time what you went above and beyond in your role to deliver great service.”

I was expecting simplistic answers like;  “we built and delivered a great product”, but the answers were so intensely deeper. 

One person told me the story about a couple that was having their dream home constructed.  For good luck, they wrote little messages to each other and to their future children on some foundational floor boards.  Similar to; “This is your mommy and daddy’s first home together.  We can’t wait to create our family story with you here.”

Sadly, part of this section had to be replaced and repaired, so this employee pulled the boards and had them framed as a gift for future memories.  Even though the well wishes didn’t remain in their original spot, they would always remain in the home with this family.  A great “wow” story!

Another leader shared “we listened to what the client was saying and to what they weren’t saying in order to develop a design that would surpass their expectations.”

There were several common themes that I heard often from this group that could represent BEST PRACTICES for any organization wanting to DELIVER SERVICE EXCELLENCE:

1. They DO what they SAID THEY WILL DO without exception
2. They TRULY CARE about the customer and their satisfaction
3. They TRULY CARE about each other and show that support daily
4. They DO THEIR BEST to communicate realistic expectations and GO ABOVE AND BEYOND TO EXCEED THOSE
5. They listen to not only WHAT THE CLIENT IS SAYING, but also to WHAT THEY AREN’T SAYING OR THEY DON’T KNOW TO SAY

This all leads to OVER JOYED CUSTOMERS, without you and your team feeling OVERWHELMED.  Follow the process.  Communicate.  Care.

Better than Expected.

More than had been Imagined.

Above their Wildest dreams. 

Thank you Paradigm Homes for “doing” what “Most People Don’t”.