“An impeccable customer experience requires intentional balance, combining down-to-earth friendliness and approachability with customer-centered professionalism.” ~Steve Dorfman
You can think of impeccability as an expression of the highest levels of precision and care, intersecting with one another.
In the context of the customer (client/patient/member/user/guest) experience, it’s about setting a standard for remarkable and exceptional behavior and committing to never compromise that standard … even when others around you are compromising theirs.
More than a product or a service, your customers are buying an experience…
The most sustainable path to increasing your profits is to increase your number of repeat and referral clients…
Your raving fans are responsible for *80-90% of your referral business.
So how do you create more of those raving fans? You become more deliberate about engineering consistently remarkable experiences for your customers & clients.
…And these remarkable experiences are fostered inside a culture of IMPECCABILITY.
“Impeccable” is a trait and — oftentimes — a trait communicates so much more than the word that describes it. An impeccable culture could communicate:
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You operate with integrity
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You’re interested
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You’re masters of your craft
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You manage client expectations
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You operate with precision
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You’re professional
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You’re engaged
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You’re connected
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You care
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You’re committed
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You’re consistent
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You’re available
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You’re aware
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You’re able to anticipate the needs of your clients
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You’re “Best in Class”
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You listen
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You eliminate distractions
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You engineer experiences that exceed expectations
