I have experienced some really poor service lately but was pleasantly surprised as I left the United Center. There, at all the entrances, were employees holding up a “Thank you for attending” sign. It served a dual purpose: a) to offer a moment of appreciation in an industry usually devoid of it and b) to easily identify the staff members who could answer questions, provide directions, etc. It seemed to work beautifully.

Kudos to the person who thought through the fan experience and took the small step to make the exit process just that much easier.

Take a moment to see your organization’s service from the consumer perspective – start to finish – and see if you can provide a few small enhancements to the experience. Often all the attention goes to the main event, but it’s what happens on the way out that leaves a lasting impression.

 

About the Author leadership dots by dr. beth triplett

Dr. beth triplett is the owner of leadership dots, offering coaching, training and consulting for new supervisors. She also shares daily lessons on her leadershipdots blog. Her work is based on the leadership dots philosophy that change happens through the intentional connecting of small steps in the short term to the big picture in the long term.

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