Be Different or be dead

June 27, 2022

Why Nasr is absolutely amazing at creating experiences for people that last forever

Source: Unsplash

Why Nasr is absolutely amazing at creating experiences for people that last forever.

Petra, Jordan.

Nasr, our tour guide, who took us through breathtaking Petra had it right. And it was so natural for him to say it. And to do it.

He was able to turn a tour of Petra, one of the 7 Wonders of the World (given the honor in 2007) into an experience my wife and I will never forget.
And one that we will likely talk about for many years to come.

His concluding comments to us came from his heart: “My job as a guide is to create memories”.

Like Baboo in Mumbai, he went on to ask: “Please tell your friends about my country”.

And that’s what I’m doing.

Can you imaging if every one of your frontline customer contact employees saw their job to create a memory for every customer they ‘touched’?

The truth of the matter is that people will soon forget the price they paid for your product or service but they will NEVER forget the experience they received when they bought it.

Do you think it would lift your business to new levels? Do you think it would deepen customer loyalty to you?

In Nasr’s case, he personally understood that unless he was successful creating memories, people wouldn’t visit his country.

And he desperately wanted people to see the country he loves so much (it was refreshing to hear him speak of Jordan in emotional loving terms).

The problem is that employees in our businesses don’t have the same compelling driver or sense of urgency to create memories for customers.
They don’t understand its critical strategic importance to organizational success and survival

And it’s not their fault.

It’s a failure of leadership.

You get what you ask for. You get what you pay for.

Ask for memories to be created by your people. Make it a critical element of their role and compensation plan.

Hire people who innately know how to do it, because not everyone can. And don’t rely on training to teach people to do it. Memory creators are born with the gift.

We need a Nasr to lead our organizations out of the common, boring, invisible, unremarkable, unimaginative, stale herd.

We need many of them.

PS. If you have a chance to visit Jordan, do it. It’s safe and full of charming people.

There Nasr, it worked. I told your story.

Cheers,
Roy
Check out my BE DiFFERENT or be dead Book Series

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• Posted 6.27.22 at 06:09 am by Roy Osing
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