How to Transform a Skiing Experience (S9 E07)

Paul and Roger are sickly this week. They still managed to record this podcast via Skype. Roger talks about the spaghetti legs he had during 2018. There's a snippet of Monty Python-esque conversation. The style of this episode reminds Roger of Business Jazz episodes he recorded in 2013 with Jane Boyd (who lives near Vancouver, Canada). "What has impressed you this week, Paul? Have you had any business experiences?" Paul talks about a ski resort in France, a bubble lift, and how a few people transformed the experience for his daughter. You hear the story of how Paul's daughter got skis & boots fitted, how they were helped into the bubble & welcomed at the top of the lift. Everything was at stake. How one person transformed everything. Roger tell a story about the time he went to buy a cover for his water main. He found himself in a system he couldn't understand. He'd be reluctant to return to that shop. He felt alien & out of place. The theme of this episode is probably: How to transform a customer's experience. Roger talks about the Nando's Experience. Someone comes up to you and asks "Have you been here before?" (This episode is not sponsored by Nando's) Paul is concerned about Training New Staff—induction or on-boarding: is the transformative aspect considered? Roger tells the story of a Bad fish & chip shop—it treated him despicably. The business forgot about the value of all the purchases the customer is likely to make in the future. Paul is attracted by the line "It all hangs on you." "Everyone else depends on you." There's a bit of chat about what it was like to climb into the bubble, and out of the bubble. - Queue, uncertainty - Will my skis fit? - Good humour - We were in the care of experienced people It was a good experience - Not just for newcomers. - Getting out of the bubble nice reassuring smile It's amazing how much hangs in the balance Big thanks to Mark Cotton (http://audiowrangler.co.uk) One of the finest human beings on the planet.