Want to keep your customers coming back from more? Find their bliss. A term used more commonly in the formulation of food products, ‘blisspoint’ is the amount and blend of certain ingredients, such as salt, sugar and fat, which optimizes deliciousness. This blog post will focus on the three ingredients we blend to create JB Music Therapy’s blisspoint — personalization, professionalism and proficiency. It is when this equilibrium is right that we see our greatest community impact and growth.
A dramatic example of personalization came from Coca-Cola when they replaced their famous logo with your name. Their investment to personalization increased their sales revenue by 2% within two months. Sometimes personalization can be as easy as this — altering the physical characteristics of your brand or service but sometimes, at JBMT, it means assessing and implementing a unique treatment plan for every one of our clients.
Our company serves a large and growing field of service, including a variety of healthcare and education segments. Each segment uses different terminology and has different needs. For example, one group may focus on music therapy’s ability to rehabilitate speech after stroke, while another looks at how it can boost mood from depression. Service specialization is one strategy we use to target the specific customer needs that are important to them.
Personalization can be expensive, but the results can make customers feel special, unique, and that they matter, regardless of what size business you own.
What does personalization look like for your business?
Google the word ‘professionalism‘ and there are lot of comments on what makes it so: dressing suitably for work, showing up on time, doing a good job, being dependable, having advanced degrees, owning an office, continuing ongoing education and learning, and being ethical, just to name a few. Yet the heart of professionalism is not something we do or put on, but is what we present and carry with us at all times. To me this means:
- a spirit of service,
- a heart for your mission,
- a general interest, curiosity and care for your customers and the global community, and
- a commitment to always pursue whatever it takes to ensure that you and your business, along with its products and services, strive to exceed expectations.
The spirit of professionalism requires those working as professionals to be worthy of trust, to put clients first, and to maintain the highest of ethical standards when working with others. Interestingly, the evidence of these traits may look a lot like dressing suitably for work, showing up on time, and doing a good job.
How could you improve your spirit of professionalism?
As a trailblazing social purpose business it is critical that we are not resting on the laurels of professionalism, but that our services and products exceed the expectations of every customer, every time we serve them. The times I have spent good money on a service or product that lacked proficiency has been a frustrating waste of my resources.
To be proficient means to acquire the training, degrees, and certifications that serve as the foundation of your specialized knowledge and to make a deep, personal commitment to continue developing and improving your skills.
Unfortunately, we are not capable of measuring our own proficiency. Modern research on implicit bias tells us that we lack the objectivity to do so. However, what we can do is consistently pursue proficiency, which requires constant feedback and life-long learning.
Not every profession has the same educational requirements; what matters is that you have worked in a serious, thoughtful, and sustained way to master the specialized knowledge needed to serve your customers to the best of your ability. True professionals are humble – if a project or job falls outside their scope of expertise they’re not afraid to admit this.
What is your strategy for improving the proficiency of yourself as the business, and of you and your team?
Every social purpose business must focus first on their customer. The aim of this blog series is to help you find the blisspoint of satisfying their needs.