Last weekend, I gave a presentation to a group of vision care professionals. The program was a success. My client declared, “Everything went smoothly. You make it look effortless.” As a speaking colleague, Les Brown, often says, “I don’t tell you this to impress you, but rather, to impress upon you,” the importance of preparation.
I always arrive to the meeting location about an hour before the program is scheduled to begin. This gives me time to observe the room setup, to check the audio equipment to make sure everything is functioning properly and to check sound levels. If the program requires PowerPoint, I give myself time to hook up my laptop to the projector and confirm the proper resolution, focus, and room lighting. If all goes well, everything is connected, adjusted, tested, and ready to go before the first attendee arrives.
But seldom does everything go well. Mics need fresh batteries, tables and chairs need to be rearranged, and the compatibility between laptops and projectors can still be a challenge. Technology is great only when it works. However, with enough preparation time, the audience member should never see the stress and occasional frustration that can develop while trying to make everything look “smooth and effortless.”
When customers visit your business, they should perceive everything always runs smooth and effortless. The reality is every organization and business has an inherent level of chaos and confusion that can produce stress and frustration. Yet, successful organizations allow adequate preparation time each day to ensure the customer only experiences the best a company has to offer.
The next time you have a fabulous customer service experience, think about how much work has already been accomplished to make the experience appear to be “smooth and effortless.”