In the last post, we talked about the differences in your orientation and perspective that happen when you think of your “people” as customers, clients, or patrons.
I had two abundantly clear experiences around the importance of “patron orientation” recently when I went to Chicago for SOBCon07.
To United Airlines, I was seat 32D. A hundred bucks. In and out, I’m sure… just one more sardine in the bunch.
To Tandoor Restaurant, I was an instant friend. “We’ll take care of you. Everything is fresh. Help yourselves. How are you doing? Need anything else? Thank you so much.” (that’s me with the owner in the picture; I’m the one in the dark blue shirt, in case you weren’t sure)
Sure, you could say that it’s a size and volume issue…
But, that would be missing the point.
