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How Can You Deliver Improved Offerings in the Most Pleasant Way?

Jan 18, 2008
A new experience can be unpleasant unless the rider's comfort is secured. Perhaps a first high-speed trip on the autobahn would be less daunting if riders listened to soothing music or watched a humorous video.

Unexpected change is equally disruptive for many people. Turn that unexpected change into a delightful ocean cruise, and everyone will praise the change. For instance, an equally high-speed ride on France's TGV train is an amusing pleasure for most.

Beneficiary and customer comforts are often a low priority for those developing a better offering. Instead, the intellectual elegance of the final result is emphasized . . . often at the expense of pleasant coddling and polite help.

You frequently see this problem in shelters for homeless people. One such shelter in Boston is well equipped with marvelous facilities including showers, a great choice of new clothes, bright classrooms where people can learn new skills, a large kitchen, pleasant dining tables, and counselors who help with specific problems. But most of the homeless people who come into the shelter don't have a positive experience there. On a cold winter day, people are required to sit quietly between meals in uncomfortable chairs at long tables situated in large rooms. If these homeless people want to have a pleasant social conversation with their friends, they have to go back outside. Inside, they spend most of the day like people who are on a brief break from prison cells.

Hospital outpatient departments are seldom much better. You show up for an appointment, and you are lucky if you see the physician within an hour of the scheduled time. While you are in the waiting room, chances are good that one or more of the people will be sneezing, coughing, and wheezing in a good imitation of having contracted a fatal plague. You begin to wonder why you came.

Compare these problems with delays experienced while flying on jetBlue Airways. While seated on that low-cost and low-priced airline, you have dozens of channels of current television programming to watch. Unless passengers have something they have to do right after the scheduled arrival time, most won't even notice if the flight is a little late. A delay may simply give passengers time to see the rest of their favorite television program. Many customers pick their flights by what television shows they can watch on the airline.

Here are some questions to help you make your new offerings potentially more delightful:

-How can you turn delays into delights?

-How can you help people look forward to experiencing your offering?

-What improvements will make the time fly while your offering is being enjoyed?

-What positive experiences can you add that people will tell others about for years to come?

-How can you make beneficiaries and customers feel rewarded by employing your offering?
About the Author
Donald Mitchell is an author of seven books including Adventures of an Optimist, The 2,000 Percent Squared Solution, The 2,000 Percent Solution, The 2,000 Percent Solution Workbook, The Irresistible Growth Enterprise, and The Ultimate Competitive Advantage. Read about creating breakthroughs through 2,000 percent solutions and receive tips by e-mail by registering for free at

http://www.2000percentsolution.com .
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