LTYM - The Dinner Invitation

Letters to a Young Manager

The Dinner Invitation, #40
LTYM > Project Management

Dear Sophie,

***

What's an indicator of a job well done? On time? On budget?

I was part of a board search committee for an architect a few years back. The owner-partner made a presentation of his firm's philosophy, and took us on a tour of the buildings they designed, including some amazing residential homes. We were very impressed.

However, something he said in a follow-up presentation stuck with me. He said they had never failed to be invited for dinner at any home they completed. Never. That's an indicator of customer delight if I ever saw one. And it goes beyond the project to the relationship formed with his customers through the listening and back-and-forth with his increasingly delighted customers. Isn't a delighted customer a strong indicator of a project well done?

***

Best,
Ed

________________________

References...

Takeaways:

A project is a partnership is a relationship

Discussion Questions:

1) What would indicate customer delight for your customers?
2) Have you ever formed a relationship with your customers that lasts beyond the project?
3) Is customer loyalty and their word-of-mouth references base on the relationship they have with you, or is it something else?

For Further Reading: