Are You Missing Your Chance to Become Legend?

The other day, I watched William Shatner launch into space. And during his conversation with Jeff Bezos afterwards, I noticed some holes in Mr. Bezos’ Legend Response System. How you respond to and engage with your clients is what sets you apart to become Legend. So is your response system in place?

William Shatner and the Blue Origin

About three weeks ago, Jeff Bezos sent William Shatner into space in the Blue Origin rocket. Seeing James T. Kirk go to space?for real?was super cool. And it was also impressive to see an independent company achieve something that typically has been a massive government initiative.?

Honestly, billionaires going into space isn’t the part of this experience that I want to focus on. I want to focus on one specific moment from the whole event that represents what I mean when I talk about branding, Persona, and your Legend Response System.

How do you respond when your clients have a profound experience?

After the Blue Origin landed, Jeff Bezos opened the hatch, let the passengers out, and asked William Shatner “How are you doing?” Shatner responded and tried to express the magnitude of his emotions in that moment. He said, “What you have given me is the most profound experience. I’m so filled with emotion about what just happened. I hope I never recover from this. I hope I can retain what I feel now. I don’t want to lose it.”?

Then, as Shatner continued on, Bezos got distracted and walked away mid-sentence to take a picture with someone and get some champagne. I watched someone who has potential to be Legend, and interact as Legend, walk away and leave it all behind.

Do you and your team respond or react?

Think of that in terms of branding. You have a client who has paid?millions?of dollars for an experience. Part of your Legend Response System is to check in with them and see how it went and how they’re feeling. And the other part?should be?to engage in that moment. Let them share it all!

You get to decide how you let them share it. Whether you give them an hour of air time or 30 seconds after which you say, “This sounds amazing. How about you and I have a one-on-one after this so I can hear everything you just experienced?”

There is nothing wrong with celebrating with a loud, boisterous celebration. But it was in conflict with someone bearing their soul. Jeff Bezos’ team was not prepared to handle the emotion of that moment. And that’s another hole in their Legend Response System. Because no matter how well thought out your plan is, if you’re not sharing it with your team, it’s going to fall.

Become Legend with your Legend Response System

What does?your?Legend Response System look like? Do you have one in place or are you and your team still reacting? Your Legend Response System ensures that you know how to respond when something goes wrong and also when something goes incredibly well.You know exactly how you’re going to talk about it and how you’re going to bring everybody in to be a part of it.

Look at your interactions with your people, can you see the holes? This is your opportunity to go through and fix those holes.?Drop me a note?and let’s shore everything up! Let’s make sure that step-by-step, start to finish, your people are experiencing you the way you want them to. Until I get to see you and give you a great big hug, stay safe and rock on!