Service Through Preparation
Episode description
"Preparation doesn’t just guide the journey. It creates moments that leave people saying WOW."
During my time as a park ranger, I witnessed one unforgettable moment that left kids gasping and parents stunned. It happened at the end of a guided hike through the Little Spokane River Natural Area. Ranger Joseph Felgenhauer and I led a group of kids and parents along the trail, sharing stories about the land, wildlife, and history. Joseph had a way of drawing everyone in, making the experience memorable. But nothing prepared them for what happened next.
As we neared the end of the hike, Joseph pointed out deer droppings and explained how to identify them. Then, without missing a beat, he picked up two and popped them in his mouth. “Tastes nutty,” he said casually. The group was speechless.
What they didn’t know was that Joseph had planned this moment perfectly. Earlier that morning, during a walk-through of the trail, he had placed Raisinets under a tree where he knew the group would stop. His preparation created a WOW moment that the kids would never forget.
Joseph taught me that great experiences don’t just happen, they are built through preparation. He didn’t just know the trail; he knew the stories that would engage his audience and timed every moment to keep them captivated.
You can create WOW moments for your customers too. Walk the path they’ll take, anticipate their needs, and add a delightful surprise. It doesn’t take an extra mile. Just an extra inch. And that inch can make all the difference.
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