Last week I attended a two-day Implementation Accelerator at Infusionsoft Headquarters just outside Phoenix, Arizona. You might be familiar with the company; they are well-known for their high-quality marketing automation software. They also have a reputation for extraordinary customer support. We’ve been utilizing their software for several years.
Because we’ve wanted to make our Certified Go-Giver Coach program more scalable, thus available to more people, my “de facto” business partner, Kathy Zader (a/k/a, Agent 99 – meaning she does all the work while I, Maxwell Smart/Agent 86 get all the credit) 🙂 and I participated in this implementation intensive.
Their large headquarters is an old sports complex so one area is literally on synthetic turf with football yardage markings (too cool!). Another area is a basketball court. And, all over the high walls are written proclamations regarding their values, mission, vision, and goals, all totally customer-focused. The two-day implementation lived up to every one of their stated intentions.
To say it was excellent would not do it justice. To say they came through on everything they promised would be a drastic understatement. To point out how meticulously they focused on providing value to their customers would not come even close to qualifying their commitment.
But, it was the shuttle service that actually underscored the heart of this company.
Here’s what happened: On the first day, after being greeted by the very sweet and helpful Infusionsoft Executive Assistant, Alyssa, the shuttles which they’d arranged to transport the attendees from the hotel to headquarters took more time than expected. This, because most of us had gathered around the same time. Now, please understand that it was totally “no biggie” and – as far as I know – none of us gave it a second-thought.
The morning of the second day, however, was totally different. There was no line; no waiting. In fact, several of us thought we might have arrived late.
“Not at all” Alyssa explained. “I didn’t like that you all had to wait yesterday so I arranged to have more shuttles and for them to begin arriving earlier so it would be more convenient for everyone.”
Wow! This speaks volumes; about the company, and the alignment between their stated and actual values.
1. They live what they do. They help people systemize their businesses by implementing better, more effective processes. And, that’s what they did for their own implementation even just in terms of making their shuttle service more effective.
2. They focus on delighting their customers…Now! They didn’t think about it and decide to do it “next time.” And, they weren’t interested in simply satisfying their customers. Their goal was to WOW us, and do it now! And, they did both!
3. They trust their team members to know and follow their values. Alyssa did not have to send memos up through a bureaucratic maze in order to make this happen. She was empowered to do what needed to be done. And, she did!
T. Harv Eker says, “How you do anything is how you do everything.” Yes, the little things done by an individual or a company speaks volumes regarding how they’ll do the big things.
And, Infusionsoft — and their entire team — proved this to be true from beginning to end.
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{Note: Give us just a couple more weeks and we’ll have the brand-new system for the Certified Go-Giver Coach program implemented and ready to go.}
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Great story Bob! That last point about trust is the one that really stuck out for me. It says so much about their leadership and their ability to get people aligned under a common vision. Maybe it’s the team sports atmosphere of their headquarters that helps remind each person about the value of their contribution and their responsibility to deliver. Anyway, fantastic example.
Thank you, Carl. That trust (both ways!) is so very important, isn’t it? And, hey, the sports theme couldn’t hoit! 😉 Thanks so much again, Carl!
InfusionSoft is one of the company i observe that well known authors are using their services… Saw your updates on Facebook last week you told that you’re attending their seminar, thank you for taking time and writing this juicy introduction!!!
Bob, love that you are such a good finder in life and that you so consistently share with us examples of the good you are seeing.
In an age where most companies are focused on client satisfaction, it is refreshing to hear another example of a company focused on “client delight.” The beauty of such a focus is that even if you miss a little, you still have satisfied clients. But, it has been my experience that those focused on a culture of client delight miss far less often than those focused on client satisfaction.
Reminds me of the lessons about those who set high personal standards as compared with those who accept mediocrity.
Thanks for all you do to inspire all of us to have our companies, and ourselves, go for something higher than “just getting by.”
Tufail, thank you so much for your comments. Yes, I continually hear great things about them from authors and others who utilize their services. And, after my experience with them last week, it’s easy to see why. Thank you for your thoughtful feedback!
Dave, that’s very kind of you to say. Thank you. You are definitely a person who finds the good in others. And, yes, I agree; setting the bar that high pretty much guarantees you’ll deliver, even if sometimes someone misses just a little. And, like you said…that type of company doesn’t usually miss. Again, David, thank you!
Thanks for sharing this example.
Its amazing how the little things really make all the difference.
It begs the question of what small changes can we all make in our businesses to deliver that little extra value to delight and WOW our customers on a regular basis.
Happy New Year
Stuart, that’s a GREAT question and one I should have thought of asking at the end of the post. Thank you for your excellent reminder!!
Bob, I had an opportunity a couple of years ago to attend and observe a Quma Learning Systems training take place in their facility and observe them up close for a couple of days. It was not just a fun place with high energy as you descrivbed but you could sense that their people not only enjoyed what they did but absolutely lived their values. Good reminder of what more of us can focus upon as we resolve to make a difference in this new year.
Thank you, Jary. Yes, it’s always a delight to see that, isn’t it? And, as proved so often, when team members love what they do and love the company they are employed by, they tend to go out of their way even further to provide their customers with a similar experience. Thank you for sharing your thoughts!
This is Thomas from Infusionsoft. It was a blast to be part of the event last week. I’ve enjoyed the comments, but I HAD to respond to Jary and say that it might not come as a great surprise that Dr. Deaton and Quma Learning Systems is part of the onboarding process for each employee here at Infusionsoft. Even though I didn’t get out from behind the food tables (I worked with Alyssa on the food and snacks), it looked like everyone was having a great time.
Hi Thomas, if you are the gentleman I’m thinking of, you and the very nice woman you were working with did a terrific job, not only of preparing the food and making sure it was there on the tables for us, but – not surprising – your kind attitudes and sense of helpfulness were inspiring. Thank you. I didn’t know that Alyssa also coordinated the food and snacks. Wow – he touched the entire event, didn’t she?
You bet. Alyssa had her hands in the whole thing. You’re correct, I was the guy digging his hands in the frigid ice looking for Diet Coke for everyone. It was fun to be able to break out of my email compliance role for a few days and have some face to face interaction with all of you.
🙂 🙂
Hey Bob..
Judi..one of the coaches at infusionsoft that was out helping on the floor…and saw your smiling face abouty 1000 times during the 48 hour implementation. You talked about the mission and the attributes hanging on the walls, and I just wanted to say, that we all memorized them here at infusionsoft and believe in them…and we live by them. This company walks the walk..and as you know actions speak louder than any word ever did…and i hope you saw all the wonderful infusionites in ACTION while you were here. We sure enjoyed working with all of you. 🙂 Thank you for coming…and much success I wish you in the coming year and years :).
Thanks again…judi
Hi Judi, what a kind thing to say. Thank you. And, it doesn’t surprise me one bit that y’all memorize them, as they are absolutely a part of the Infusionsoft culture…it’s essence. Thanks so much again!!
Bob – true to form: you said you’d blog and you did. 🙂
You’re the man.
It was such a pleasure serving and getting to know you last week. Personally, it was also great for me to see you exude–in living color–the qualities you write about.
I am even more of a fan! 🙂
Hi Jeff, wow, what a great compliment! Thank you. And, yes, I forgot that I told you that very morning how impressed I was by Alyssa and the “shuttle incident” and that I’d write about it. Good memory! And, thank you so much for all your caring, personalization and help. GREATLY appreciated!
Bob: Huge fan of people who take their message to the “streets” and share their experiences publicly. Thank you for taking the time our of your busy day. By the look of the comments from Infusionites on this post, YOU made an incredible impression on us my friend. Thanks for your confidence and trust in Infusionsoft. We are laser-focused on helping you succeed–and it’s awesome that you feel it, because we absolutely live that to the core.
@kathysacks
VP Communications, Infusionsoft
Hi Kathy, big thanks and it’s my pleasure. Always happy to share great experiences in which terrific value was provided and such is definitely the case with Infusionsoft and last week’s event. Thanks again!
Great story Bob!! Thanks for sharing. Just leaving two very long days of leadership meetings and was tired, and questioning the importance of our time investment. This was a great encouragement to me because I was reminded that the little things matter-and if we are blessed enough to work for a company that seeks to live their mission (and I am) that we do impact lives!
Steve, thank YOU for sharing. What a terrific endorsement of the very concept itself!
What a phenomenal story Bob. Thank you for sharing. I was late in reading, but a great reminder that focus on little-little details can make such a huge difference on an experience. Great post!
Regards,
Snigdha
Snigdha, thank you for your always very kind feedback and comments. Greatly appreciated!
Isn’t it refreshing when a company proactively makes a system better without even being asked to make the change. How cool is that 🙂
Hi Christie. Yes…very, very cool, indeed! 🙂
Hey Bob,
I was there as one of Infusionsoft’s Certified Consultants and of the Project Managers working with another attendee at the event. You are absolutely correct about every thing you said about Infusionsoft and the event.
BTW – it was good to reconnect with you after a couple of years.
All the best,
Dom
Dom, thank you. Great to see you, as well!