I'm writing you tonight with a nice, frosty, root beer on a stone coaster by my desk.
I love root beer but don't drink it often because of the high sugar content (I won't drink diet because I'm just not a fan of diet drinks).
To the left of my desk is a big pile of evaluations from Coptic-Con 2019.
I've read them all about three times. I can get obsessive like that.
"What's the common denominator?" I keep asking myself.
I've evaluated all the numerical scores.
I've read and reread the comments.
And what keeps jumping out at me is:
People Were Shocked at
How Good Coptic-Con Was
And I mean ALL aspects of Coptic-Con.
From the high-profile, expert speakers... to the quality and usefulness of the information... to the presentations... to the friendly and professional atmosphere... to the high caliber and diversity of attendees... to the willingness of everyone to help... to the networking opportunities... to the Westin Hotel and surrounding stores and restaurants... to the stuffed snack boxes... to the incredible oceanfront meeting room...
I can go on and on.
(Oh yes, and the food! Everyone LOVED the Caesar Salad, Lasagna, Pasta Primavera, Chicken Marsala, and Tiramisu.)
So, when I really drilled down all the comments, it came down to this:
We underpromised and overdelivered.
For me, that's one of the greatest things I can ever hear: People were pleased BEYOND their expectations. That tells me that not only have we done something right, but that people had such a positive experience, it will turn them into vocal Coptic Chamber and Coptic-Con ambassadors.
And therein lies the lesson (I promise, this newsletter isn't just about me bragging): If you want to turn your customers/clients/patients into referral megaphones, you must CONSISTENTLY (not just once or just the first time, but consistently) underpromise and overdeliver.
That's how you keep customers for life.
BTW, speaking of great Coptic Chamber ambassadors, tomorrow I'll tell you about someone who was so thrilled with his Coptic-Con experience, he has begun emailing some of his contacts, one by one, to get them to join the Coptic Chamber. Nice!
Tell you more tomorrow.
