Time
I'm one of those people who constantly struggles to find time. I often find it difficult to prioritize my wife, my children and myself. So when I do get time with my family, those magical moments, you can really start thinking: what are these experiences worth?
A memorable example from last year was our trip to Grinda, which you can see in the pictures. We sailed out on a typical Swedish summer day, with rain, wind and a few glimpses of sun. Once we arrived at Grinda, we met the children's grandmother, who lived over at the hotel.
The stars in the front line are crucial
We had no direct plans when we came to Grinda. The staff on site recommended various activities and places to eat, which proved to be worth their weight in gold. Several of the best memories of our stay came thanks to their advice. Had we not received their recommendations, we would not have experienced some of the amazing moments.
This highlights how critical it is for brands that their frontline workers – those who meet guests – have the right knowledge, courage and training to sell experiences, make recommendations and offer added value in every interaction.
Sell is Service
Let's think about the financial perspective:
- If 10 employees sell to
- 30 guests each, per day
- To a value of SEK 100 per guest meeting
- 250 days a year
- This increases sales by a whopping SEK 7,500,000.
But it's not just about the sale of products or services. The employees also recommend experiences that do not cost anything, but which can be of great importance to the guest's overall experience.
How much is an experience worth?
However, the big question for me as a guest is: what is a weekend at Grinda worth to me, in retrospect?
For me the answer is simple. It is priceless. Those moments with my family, away from the stresses and demands of everyday life, are the memories I will carry with me forever. They are not only worth the money we spent, but also the time and attention we put into each other.
Sales and service behaviors create real values
For businesses and brands, the real challenge and opportunity lies in understanding and maximizing the value of these experiences.
When staff can deliver the right experiences and recommendations, not just to sell more, but to truly enhance guest experiences, they create memories that last a lifetime. And that, my friends, is what really creates value.
read more about additional sales
What do you think? How do you work with these questions? Feel free to share your thoughts and experiences in the comments section!
Oscar Lindeberg CEO, School of Service.
