I went to the Dallas Cowboys stadium a few weeks ago and it was everything you think it would be. Everything you could imagine or wish for in a stadium experience is there. From comfortable seating, to a dramatic increase in the number of women’s restrooms, these people noticed large-venue deficiencies — and fixed them.
When I returned from the trip, the Optimal team was working on a large proposal. And we go all-out with proposals. Many Optimalites, across all departments are involved and, when the proposal is complete, we are exhausted, but satisfied. Why do we do this? After all, we have a list of services; couldn’t we just make a template proposal for each one based on our targets? Couldn’t we make the process a bit easier?
Of course we could. But we won’t. The extra time and effort invested in our proposal process ensure that when a prospect or client receives a proposal from us, they “get” us as a company. A proposal is our chance to showcase our depth of knowledge, our comprehensive understanding of the challenge the prospect/client is facing, our attention to detail, and our ability to anticipate needs and deliver solutions. Often, proposals are one of the first examples of Optimal work that prospects receive — and they should demonstrate the value we provide. And, those details convey a service orientation. Ideally, the extra time will result in a new or continuing relationship — just like the extra details at the Dallas Cowboys stadium will keep me coming back.
What do you think?
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Do you think good service is, in some ways, synonymous with attention-to-detail?
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Any organizational detail that has improved your service experience you’d like to share?
Post your response—and check back for a reply!
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