Creating an Unforgettable Experience: The CLINT Approach to Being Remembered in 5 Steps

Recently, my husband and I embarked on a second-hand car shopping adventure. Online, we stumbled upon what seemed to be the perfect car. Eager to make it ours, my husband promptly dialed the number to inquire about its availability. "Yes, it’s still here," reassured the car salesman on the other end. "Okay, sounds great – we hope to pop in tomorrow around 9am to have a look at it.” The salesman said he would be there. The next day we arrived at the garage to see lots of cars on the forecourt, but not the car we wanted, and nobody was there to talk to. Feeling anxious, we wandered around the yard and found a lone mechanic who went to look for someone called Clinton.

When Clinton seemingly emerged out of thin air, he quickly transformed our experience by becoming the guiding light of our car-buying journey. What set his approach apart was that he didn't merely leave a fleeting impression. Instead, he created a lasting impact.

Let's decode the 5 Step CLINT approach to being remembered by creating a legacy that stands the test of time.

1. Customer First

When we couldn’t see the car we wanted, we asked Clinton if someone else had bought it. “No, I reserved it for you after our conversation yesterday, and one of my mechanics has gone to put petrol in it,” he reassured us. My husband and I were both relieved and impressed with Clinton’s initiative. He had both listened to and anticipated what we needed.

In an organizational context, prioritizing your customers’ needs, whether internal or external, leads to increased loyalty and positive word-of-mouth. By proactively addressing concerns and providing regular updates, you not only fulfill people’s needs but exceed their expectations.

Question: How can you anticipate the needs of the people around you more, showing them that they are your top priority?

2. Lead

When the car arrived, it looked immaculate. “Take it out for a ride … I recommend you don’t turn left otherwise you’ll get lost,” Clinton advised us. Well, we did get lost, and we didn’t have our phones on us. As we speculated which direction to take, a black car stopped in front of us, and Clinton stepped out of it. “I just popped to the newsagents … are you lost?” he asked. “Yes,” we exclaimed. “No problem, it is confusing around here - follow me and I’ll lead you back to the garage.”

In a team situation, offer clear guidance so you too can lead people through speculation and challenges. Like Clinton, you can become the guiding light, ensuring that everyone feels supported, motivated and knows which direction to take.

Question: How can you offer guidance that not only resolves speculation and challenges but also adds an unexpected element of support or knowledge for your customers and colleagues?

3. Initiate

Clinton had built such good rapport and trust, we decided to immediately buy the car. He efficiently sorted our documentation and gave us a couple of free air fresheners. Although a small gesture, it felt like a large one. “When do you want to pick up your car?” he asked. My husband and I looked at one another, wondering which day we could juggle around our work commitments because it would take at least two hours to get there and back. Sensing our predicament, Clinton confirmed, “I’ll get the mechanics to re-prioritise and work on your car next so you can drive it home today – how does that sound?” “That will be perfect,” we exclaimed. “There’s a market in town today, get yourself a coffee and we’ll have your car ready for you in two hours,” Clinton affirmed. Yet again he excelled himself with exceptional customer service.

When dealing with both internal and external customers, don’t only respond to them but also identify additional needs they may have. By taking the initiative to offer how you can help them more or informing them of relevant products and services that will be of value to them, you create a memorable experience that exceeds expectations.

Question: In what ways can you go above and beyond to anticipate and address challenges your customers and colleagues may face, creating an exceptional experience for them?

4. Network

As Clinton was so helpful, I asked him if he knew where we could get a spare electronic key made for our old car. “Go to Dave the locksmith next to the market and mention my name – he’ll do it for you today.” Clinton was not only helpful with what he could offer, but he was also well connected with the people who could help us with the things that he couldn’t help us with.

In the team and business context, by connecting people with experts in different areas, you can break-down silos and enable collaboration using a holistic problem-solving approach that encourages diverse perspectives. By bringing people together, you can bridge gaps and contribute to a more cohesive and forward-thinking organization. Much like Clinton, you can leverage your network to provide comprehensive support that goes beyond your function.

Question: How can you develop a network of contacts who can provide valuable support and solutions that complement your expertise and offerings?

5. Transform

As we went to leave for lunch, Clinton said, “We’ll get those headlights on the car to shine brightly by the time you get back, and I’ll get a spare key cut for you too.” I couldn’t see anything wrong with the key Clinton had in his hand, but again, he surpassed our expectations. After a nice lunch in town, we returned to see the headlights gleaming. “How did you get them to look so new,” I asked. “We rub toothpaste into the plastic – it turns the yellow into bright white,” he explained. What a great tip to remember for our own use.

By recommending tips and enhancements in the organisational context, no matter how small or large, such as suggesting a helpful productivity tool, streamlining systems and processes, or proposing breakthrough solutions to problems, you can inspire fresh thinking and make a transformative contribution to enhance the overall experience. By actively driving improvements, you not only contribute to increased efficiency, cost savings and transformation, but you also demonstrate your commitment to the organization's success.

Question: How can you transform the experience for your customers and colleagues by providing unique and valuable tips or solutions that they haven't considered before?

Call to Action

Now, it's your turn. Take steps today to apply the CLINT approach in your exchanges and interactions. Embrace the opportunities to enhance others' experiences and watch how your legacy unfolds – a legacy built on listening, empathy, leadership, and transformation.

As the author and poet, Maya Angelou, is often attributed as having said,

"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."

Clinton left such a good impression on us, we left a glowing online review for his garage; we’d recommend him to others; and we’d certainly go back to him again.

Imagine the possibilities when you leave an impression like Clinton did. By implementing the CLINT approach, you too can have a lasting impact on your customers, colleagues, your organization's culture, and its overall success.

Question: How can you create unforgettable moments in your professional interactions to leave a lasting impression on your customers, colleagues, and partners?

Conclusion

As you review each of the 5 steps, consider how each one can be tailored to your unique circumstances. Infuse your daily interactions with the essence of making people feel good and watch as you stand out, leaving an unforgettable impression with others. The power is yours to seize every opportunity to transform ordinary exchanges into extraordinary experiences that become a testament to your legacy.

People may forget your words and actions, but how you make people feel will remain etched in their memories forever.