Your Guest Experience – Like a Fine Sauce – Only Happens with a Lot of Work

Some of the most flavorful, satisfying, and versatile sauces in the culinary world are an emulsion – but you’ve got to work to make one.

Emulsion

This is an emulsion: an agreement between two unlike elements (butter and water), achieved by heat and motion. If you get it slightly wrong – as when the sauce starts to dry out, destroying the balance between the fat and the liquid – the unlike elements pull apart and break up. When that happens, it takes more work to get the emulsion back to where you want it than it did to get it in the first place.

 As a ChurchWorld leader, you are, in effect, an emulsion.

Both leadership and management are necessary skills to bring your organization forward. While many people separate “leadership” and “management,” they are both necessary.

Leadership involves inspiring, motivating, crafting a vision, setting direction, strategic thinking, and bringing out the best in your people.

Management involves planning, tracking, and measuring – in short, handling all the nuts-and-bolts of day-to-day business operations.

People in positions of responsibility and leadership – like you – need to do both well in order to be successful. This need dramatically intensifies during times of economic uncertainty, shifting internal and external forces, and the constant need to do more with less – like now.

You need to be an “emulsified leader:” building solid skills in both leadership and management AND the ability to switch gracefully between the two.

The skills of an emulsified leader are certainly called for when Guest Experiences are concerned.

Continuing a 3-part series begun here, here are three more “secret sauces” from Chip Bell’s book Sprinkles.

Ambiance

Ambiance can be defined as “the character and atmosphere of a place.” As humans, we are wired to favor symmetry. Our psyche reads dissonance in an experience long before our logical mind comprehends the reason. When you weave all five senses (sight, sound, smell, touch, and taste) together, you can create an experience that yields a story your Guests are eager to spread.

The secret sauce of Ambiance involves integrating all the sensory elements of a Guest Experience so they are congruent around a compelling story, theme, or vision. The secret is attention to minute details because the Guest’s brain can pick up any dissonant signal or symbol. What opportunities would you discover if you looked at your organization’s environment and experience with all five senses in mind?

Adoration

Adoration can be defined as “deep love and respect.” There is no greater gift one can give a Guest than serving them with love. Love is also expressed in how your team members love the organization they represent.

The secret sauce of Adoration comes from ensuring that your front line team members know your organization’s benefits, not just the feature. It comes from investing in your team’s training. What can you do to make your Guests fall in love with the team member and the experience they are receiving?

Allegiance

Allegiance can be defined as “loyalty of an individual to a commitment or cause.” It is created through the small acts of communication and caring that make Guests feel they can trust your team members to serve them well.

The secret sauce of Allegiance is demonstrated when your team members treat Guests like valued neighbors rather than strangers. It grows as a trusting relationship is developed, with a focus on the Guest, not the task at hand. How will your organization deliver an unexpected surprise to Guests, seeking to build trust with them in every encounter?

 

Next Up: Alliance, Accessible, Adventure

Sprinkles

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