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How do you make a service visible?

Posted by Danielle MacInnis on 5 August 2019
How do you make a service visible?
Service is said to be invisible. That is, you can only tell how good it is once you have experienced it. However, these days with online reviews, social media and technology it is easy to share that experience.

After a 10-year absence, this week I returned to a yoga practice. Approaching 50 I noticed I am not as fit as I once was. Weeding the garden isn't as easy as it once was. My energy levels as a dynamo have definitely declined a little and I am faced with the reality we all face called; ageing.

I love the yoga practice. It is not as crazy as a fitness trainer or Zumba class but still can leave you feeling like you have had a good work out. It can really assist with sore muscles from typing and improves your flexibility and balance. The spiritual side of yoga some people bulk at, but for me it really connects me to the present and I leave the class with a sense of gratitude.

The women who run the Avirit Yoga Studio have really got it right. From the moment you park your car and walk down the laneway to access the studio there are lovely encouraging signage to assure you, you are in the right place. Up the stairs there are lovely budda statues and greenery as you make your way to the studio reception. While this studio is nothing flash, it is warm, welcoming and clean.

You are greeted by your first name and asked to remove your shoes and then enter the yoga room. Here you are given all the equipment you need to do the class including a satin eye mask for the wind down.

The room has a lovely glow of soft amp lighting and on the walls are some inspirational quotes.

The practice beings with some gentle stretching and some poses. We are encouraged to only do what we can and that this is our practice. There is no competition. It is all about listening to your body.

It is great to listen to what the poses are doing for your circulation, muscle tension and even internal organs. Understanding how your body works and pairing that with the practice of yoga as a spiritual journey just feels good.

When we have finished all the poses we prepare for the wind down. We are covered with a blanket and eye pillow and the teacher comes around spraying lavender over us and we listen to soulful music. Sometime there are chimes that sound like the sea.

When we have finished resting we come back into a sitting position and thank everyone for the practice. We are then told there is hot tea, ginger and lemon ready in reception.

It is a lovely experience from the start to the very end. All of our senses are involved and what could be a boring exercise class is turned into a relaxing tranquil energising 75 minutes that I hate to miss. This centre has created a tribe but really focusing on the tangible elements that make this class such an enjoyment. Using the MindBody App means it is easy to body a class and there is none of that hassle of bringing money or transactional stuff when you turn up. It is all seamless and stress free.

How can you make your service more enjoyable? How do you focus on your client's journey?

 

 

Danielle MacInnisAuthor: Danielle MacInnis
About: Dan is a customer centric marketer and the owner of MacInnis Marketing a company that creates sales and marketing systems to attract customers and employees to companies that they love.
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Tags: Customer Centric Marketing Strategic Service Design Customer Insight

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