Great Service is Summer Camp

It is the season of summer camp!  Chip’s eight year old granddaughter, Kaylee, is going to her first overnight camp…for two weeks and in another state!  When she is talking with her two sisters about summer camp, you can hear the apprehension in her voice.  But, when she is packing her trunk and looking at the camp website, she is super excited and ready to go…right now!  Camp is all about meeting new friends and trying new things.  There are typically skinned knees, a bit of homesickness, and the telling and retelling of super-sized stories.  Kaylee will likely come back home much older than simply two weeks!  Summer camp is a new awakening.

What if service providers approached service like summer camp?  Every customer would be the source of adventure and excitement.  New offerings would provoke the apprehension of the unknown as well as the excitement of a fresh opportunity.  Service providers would put their name on every service act, just like Kaylee puts a name tag on every piece of clothing.  The setting for service would feature color, charm and newness, like bumper stickers on a camp trunk.  Every aspect of the service experience would get the close scrutiny of camp inspection right after breakfast.  And, all customer communication would be as upbeat and animated as camp mail call.

What are ways to turn your customers’ experiences into the freshness of summer camp?  Not only will your customers spread their excited stories, they will come back “next summer!”

About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
This entry was posted in Customer Delight, Customer Expectations, Service Innovation, Take Their Breath Away and tagged , , . Bookmark the permalink.

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