Service Excellence Drives Success
At Lead Dog Meeting & Event Management, we’ve been pondering how to explain to a potential corporate or non-profit customer exactly what “service excellence” means. What does our specific interpretation of stellar service look like in the meeting and event industry? Why is it so important, transformative even, to provide a planning service that wows employees, customers and other stakeholders?
Poor customer service can feel like it weighs us down and drains our energy. Excellent service, on the other hand, can elevate an experience from mundane to inspired. I once received a package from an online store on which the vendor had handwritten a personalized note thanking me for my business. What a lift I got from such a simple - but effective - touch!
Positive feelings engendered by receiving excellent service are likely to pay off in many ways. For instance, salespeople who attend a meeting where they are treated exceptionally well will emerge from the experience energized and have stronger sales records as a result. Correspondingly, those who experience bumps in the road, unsolved challenges, and feel negatively about their experience will usually show a decline in enthusiasm for their organization and sales will drop accordingly.
At Lead Dog, we aim for superior, or concierge-level, service with every interaction. In fact, service is in our DNA. Our owners are both daughters of educators who endeavored to improve each life they touched. We just can’t help ourselves from doing the same!
But what does all of that really mean to our clients? And to their attendees?
At the risk of committing a humble brag, here are some of the key elements of service excellence as applied to Lead Dog’s planning processes.
Elements of Service Excellence
Embrace team mindset – Helping our clients meet their goals is always our ultimate goal! Becoming part of a team with our client, including shouldering the responsibility inherent in that, becomes the basis for our work moving forward. In turn, our efforts set our clients and their organizations up for success.
Anticipating needs – By creating a customized planning horizon which we share with our clients we carry a significant part of the mental load, allowing our clients to focus on the content and messaging. We provide a sense of ease and security throughout the process and, our experts are available to respond to any questions that do pop-up.
Keen insight – Utilizing our unique perspective and knowledge base ensures that our clients can be confident knowing that our experience is working for them.
Clear and comprehensive communications – We provide clear, concise and detailed communications, doing our best to answer questions before they are even asked! This saves our clients time and energy and provides peace of mind.
Make it right – In business, as in life, things do go wrong sometimes. We believe in fixing issues quickly and appropriately, if they occur. Often our clients are not even aware of a challenge until the solution has been found. Typically, the attendee’s experience remains seamless.
Experience design – During the design process and the implementation stage, we consider the smallest details – as well as the largest ones! Walking through the event from each category of attendee’s perspective ensures that everyone’s experience is the best possible.
Continuous process improvement – We are constantly evaluating processes while planning is in progress so our clients don’t have to! At the end of a project, we will share our thoughts and ideas for improvement – particularly when it is an annual event. Additionally, we ask that our clients share their feedback about our services with us. We love to earn repeat clients because, quite simply, we value the opportunity to develop long-term relationships. And we love the chance to make adjustments to programs to improve them every time.
Our clients say it best.
Working with Lead Dog for your next meeting or event will lighten your mental load and ease your stress.
Contact us for a consultation via phone 856 429-4018, email: CarmelRose@LeadDogOnline.com or select a consultation appointment here.