Tag Archives | the client experience

Experience Required

By on May 11, 2010 in The Guerrilla Consultant

Remember the last time you had a really good experience with someone you did business with? Chances are, you told someone else about it and that you would do business with that person or company again.

Many businesses have figured out how to enrich the customer’s experience. And consultants, who are always searching for new ways to differentiate themselves, should wake up to another way to do that: the client experience.

And that’s the subject of this month’s issue of The Guerrilla Consultant newsletter.

Enjoy the article, and let me know what you think.

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No More Root Canals

By on July 7, 2005 in Client Relationships, The Guerrilla Consultant

Not long ago, I was blissfully unaware of endodontics. Then I learned that I needed root canal “therapy” and my ignorance ended.

I bought the line that “a root canal would be pain-free.” Well, it wasn’t.

But what was painless was the total experience. The specialist made one of the most invasive dental procedures as positive as possible with a step-by-step explanation, careful preparation, and the choice of medications, movies, and music. She even kept those barbaric looking tools out of my line of sight.

In spite of the fact that I hated every second of the procedure, I’d refer anyone to this specialist. This dentist understands the importance of evoking a positive emotional response from patients.

There’s a lesson here for consultants: the experience you deliver to your clients had better be better than a root canal.  That is the subject of this month’s Guerrilla Consultant article: No More Root Canals.

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