An experience beyond the price tag!
Janagoudar S (Jana)... PMP, Agile, AWS Cloud, AI Prompt Certified
Delivery Manager & Program Director @ Mphasis | Expertise in Strategic planning, Driving LARGE PROGRAMS of Migrations, Modernization, Digital Transformation | Public speaker | Content Writer | IIT-Delhi
Very recently I went to GOA, along with family & friends. It was an instant wish expressed over the dinner table on Friday night, to trip to GOA. And we decided to leave the next morning. Even today, it sounds as unplanned and spontaneous, as it sounded to me then. It was already 10 pm the night. I checked for accommodations, and everything seemed booked. To find accommodation, over a long weekend and that too in Feb is a near impossible thing.
With an extensive search, I managed to find a homestay. I rang him, & heard his current facility is fully booked. On request, he agreed to arrange a stay at some other place, but that would be without AC. I said OK.
The next day, we reached there by around 3 pm. We met Merun, the owner of the house and checked in. The house was decent, and at just 10min walking distance to the beach. Everyone was hungry. So, we sped off for some food and then onto the beach. We enjoyed ourselves on the beach till around 12 at the night, trying some games, and new cuisines and relaxing over the sand.
The next morning at 10 am, Merun visited us and asked if our night's stay was comfortable and if we need any help. It was just a casual talk, and I told him, we were eager to taste some good Goan food, especially fish & prawns. And, I was also interested to see local Goa. But at least yesterday, it wasn’t good food. We continued our casual talk and he was actively listening. ?End of our talk, he asked - How are you placed tomorrow morning at 6? I will take you for a ride. That was completely unexpected, and I said YES, in amazement.
The next day morning, at sharp 6, he was at my place. I didn’t realize he was so serious about it. I told my friends, that I will catch up with their plan, later in the day, and they don't have to wait for me. I hopped onto his electric scooter, and we zoomed off, without any noise. He took me through some of the nice old streets of Goa, and then to one of the best sunrise spots. He ordered a special local drink. It tasted similar to a hot lemon masala tea, but it was different & awesome. I sipped it, in the cool early morning breeze, enjoying the sunrise view, and listening to his Goan stories. Later we reached a place, which I never dreamt of seeing in a lifetime. It was an absolute awestruck moment.?This place was the main source of the dire food we wanted to enjoy in Goa. Yes, it was the biggest fish market in Goa. He said, you choose whatever you feel like, and I will cook it for you. He went on to explain the variety of fishes & prawns, where they were sourced from, and what would they taste like. I was dumbstruck. It was as if someone had granted me a free ticket to gulp unlimited rasgullas. All I had to do was, point my finger, and he bargained in their local language, picked the good ones, and I paid for it.
??????????????We took some king prawns, kingfishes, pomfrets & a few others. With approx 4kgs of seafood, I was just visualizing, 7 of us eating them for the next 2 days, provided Merun cooked them well. From there, he took me through a few other local places, indulging me in the local lifestyle of the Goan people. Our rides on the narrow Goan roads, under the shades of coconut trees all along the roads, with breezy winds and noiseless electric scooter, it was a mesmerizing experience. He further took over the responsibility of treating us with home-cooked Goan food, in the evening.
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Later that afternoon, I caught up with my group and continued with them to see tourist places. That evening we returned early, with the hope of enjoying mouth-watering dishes. And true to our expectations, Merun had prepared awesome fish & prawn fries and curry. The seafood which I anticipated to last for 2 days, got over the same night.
I called up Merun and said we finished all of it. Can we run to the fish market tomorrow again? He smilingly accepted. And this became a routine for the next 2 days. Our original plan of a 3-day stay got extended into the 4th day, just to enjoy some more seafood. We had great food and a superb experience.
If we take a step back and look at the wholesome picture, I had already agreed on a price & made the payment. It was a decent deal, and Merun was not required to check on us. But, just a gentle gesture of connecting with us, & checking for our wellbeing after the first day, was a complete turnaround. It helped us to express our expectations, helped him to calibrate and suggest what he can offer, and together make our experience a mutually nourishing one.
On the other side of it, Merun too could make some extra bucks, without talking about it. I paid handsome money, for cooking us nice food and for an awesome overall experience. Also, we extended a day of stay, which is again an added revenue for him. And more than that, every next time there is a plan for Goa, Merun is my first contact. I would also generously refer him, to all my other friends, as well. ?So, a bit of selfless stretch is so soothing & also ensures repeated business.
We can draw a parallel in the IT industry.?We sign fixed bid contracts with customers, to deliver a defined scope at a fixed cost. While delivery is the prime factor, there is ample room, for subtle connects, to improvise the wholesome experience. Check on the delivery aspects, empathize with customers' situation & real-time conditions, be part of their growth and pain, and make tweaks so it becomes more convenient for the customer, to cater to their end customers.
To summarize, an agreed price tag is just a starting point. In simple words, I can coin our trip as an experience beyond the price tag. A value-add that made the difference.
Subtle touchpoints, reading between lines, and genuine small acts of kindness are the tricks of the trade. They enhance customers' experience and stickiness. The current world of DIGITAL TRANSFORMATION is all about improvising experience and adding value. And in return strengthening growth avenues & repeat business prospects.
Do you share similar viewpoints? Comment your thoughts.