Why Impeccability?

 “An impeccable customer experience requires intentional balance, combining down-to-earth friendliness and approachability with customer-centered professionalism.” ~Steve Dorfman

Impeccability: How to Create Remarkable Experiences, Raving Fans & Increased Profits

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:

  • You operate with integrity

  • You’re interested

  • You’re masters of your craft

  • You manage client expectations

  • You operate with precision

  • You’re professional

  • You’re engaged

  • You’re connected

  • You care

  • You’re committed

  • You’re consistent

  • You’re available

  • You’re aware

  • You’re able to anticipate the needs of your clients

  • You’re “Best in Class

  • You listen

  • You eliminate distractions

  • You engineer experiences that exceed expectations

*Source: Bain & Co.