Treat Your Clients Like You are on Vacation

Well I’m back from vacation.  One of the things I like best about being on vacation is the opportunity to enjoy and evaluate customer service.  If you are like me, you want to feel special and be pampered on vacation.  For this, I am willing to pay a little extra.

While away, I was able to speak to a wide range of people from across the United States about their travel and their individual vacations.  What I found was a theme that I think we can incorporate into our business.  Most people perceived things like car rentals, air flights and hotels as being on equal footing for the most part.  Meaning they saw little difference in renting a car from Hertz versus Budget or flying American versus United.  Therefore, they were willing to “shop for” these items, often using on-line companies such as Expedia, Priceline and to book their travel at a discounted rate.    However when it came to their “excursions” or “experiences” such as zip-lining, parasailing or sunset dinner cruises (which are not inexpensive items), they were willing to pay top dollar.   No one wants to brag they got the cheapest zip line in town.

So the moral of this vacation tale is to position yourself with a perceived value.  Don’t be like everyone else where you are thought of as all being the same.  If you are like everyone else, you can be “shopped for” online for the best deal.  However if you provide real value and offer an experience to your clients that they will remember, they will be willing to pay top dollar for your services.  Wishing you all the very best and much continued success.

Coach Chuck


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