“Little things made a difference in feedback I heard – the handouts, quality of answers to questions, internet access, lunch…”
I like to start my blogs with a
famous quote to set the tone. But
this one is from an attendee from our annual Users Conference (I’m going to
maintain their anonymity). That
part of the note to me really hit home.
I thought of a recent anniversary weekend away I spent. I remember grousing about the price of
the room before the trip but when we arrived and during our trip everything was
flawless. There was no detail left
undone, from the landscaping to the fruit and wine on the reception table in
the lobby.
Then I realized that I really
don’t mind paying more for quality.
We could have saved a few dollars staying at some chain hotel but it
would have been a completely forgettable experience.
Which brings me back to the
conference. We really spared
little expense or effort to make the experience really great. We printed some nice bound books that
we could have just stapled together, we offered a full buffet breakfast and
lunch in a nice room with tablecloths and silverware, and we staffed to the
point where every room had a greeter and SMEs to help answer questions. This is all on top of a two month
effort to develop great quality sessions.
We didn’t have to go to all of
that trouble. But it was clear to
me that our customers (our learners) had a great experience. They will remember what they learned better
because they were comfortable, relaxed and not distracted.
Often when we develop a learning
experience we just look at the content, instead of the whole picture. Next time you develop a course or
session, step back and put yourself in that room. Ask yourself, “Would I
want to be in there?”
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