Unhappy shopping and service experiences - one of those things, or a thing that can be fixed? 

We are all pragmatic realists here at Defy Expectations. We know it happens but we are most definitely in the ‘can be fixed’ tick box. We always put ourselves in the shoes of others, and we do that by posing some basic but powerful questions. Especially as we love to gather insights, unpick issues and find ways to create and enable a better way of doing things to create impact faster and consistently.

These simple questions - not an exhaustive list but nonetheless all valuable - are enough to demonstrate the fact that there is way more to the concept of Great Experiences that just a Game-Face smile.

• Is it clear what 'Great' actually looks like and is it important?
• Is there training and coaching in place to support and enable Great experiences?
• Has leadership created the time and space to enable great execution?
• Are there possibly bigger issues at play?

It also demonstrates just how important the subject is and how motivated we are by genuine human interaction with a real smile and the potential it has to turn good into great experiences.

A positive mood boosting experience came our way just recently in the form of outstanding, courteous service with genuine smiles and friendly conversation from a chap called Phill at T2 security, Manchester Airport. Probably THE most genuine individual you could have checking your bag when you’ve forgotten to take out that old, half empty bottle of hand sanitizer hidden at the bottom! Thank you Phil at T2 for making what is often a travel frustration into a happy experience! Your take on life and service with a genuine smile restores the balance and gives us evidence of great customer leadership. Kudos to Manchester Airport for enabling your security teams to have the headspace and human skills to know what Great looks like and how to create their own personalized, memorable version of this.

 We love to see organisations and leaders making time for this. If you'd like to do the same, contact us to discuss how we can help you make the time and space needed to build the capabilities that create great experiences.