What We Learned from a Michelin-Star Mindset
At Springbach, we’re no strangers to change. We evolve with our clients, adapt to new challenges, and continuously refine how we work. But if there’s one thing that never changes, it’s our commitment to delivering an exceptional client experience—one that’s not just efficient, but thoughtful.
As a small business consultancy, we strive to provide an exceptional experience for our clients from start to finish. Recently, our team at Springbach drew inspiration from a fascinating book we read in our company book club, BachClub: Unreasonable Hospitality by Will Guidara. The book, which follows the author’s journey to earning his first Michelin Star, explores the power of hospitality in creating memorable experiences, sparked a lively discussion and ultimately led us to pilot a new process aimed at addressing moments of uncertainty—the ones that matter most— in our client journey.
Identifying Moments of Uncertainty
In Unreasonable Hospitality, Guidara notes that two of the most anxious moments in a diner’s experience are the time between being seated and greeted by a server, and the period after the meal when they’re ready to leave. Guidara’s insight resonated deeply with us. It prompted us to ask a key question: When are our clients or team members most uncomfortable during their experience with us?
Our discussion revealed two parallel moments in our business: the time between contract execution and project team engagement, and the period when the contract concludes, and our team transitions off the project. These transitional phases often leave clients uncertain about what to expect next. To address this, we developed two new processes: a client onboarding process and a client offboarding process.
The Onboarding Process: A Warm Welcome
Our onboarding process is designed to ease the transition between contract execution and the start of active engagement. Immediately after a contract is signed, we send a comprehensive welcome communication to the client. This email covers the following:
Project Goals and Deliverables: A reminder of the objectives and outcomes outlined in the statement of work (SOW).
Key Upcoming Events: An overview of important milestones, such as the kick-off meeting and any planned on-site sessions.
Team Introduction: A brief introduction to the project team, helping clients know who they’ll be working with.
Client Requirements: A clear list of actions needed from the client to ensure a smooth start—such as providing system access and introducing our team to key stakeholders to avoid surprises when we reach out.
Invoicing and Payment Terms: A quick overview of billing details, including timelines and terms.
To add a personal touch, we also include a small welcome gift, like a book from our BachClub’s reading list or a Texas-themed item to celebrate our roots.
The Offboarding Process: A Thoughtful and Productive Goodbye
Equally important is how we close an engagement. Our offboarding process ensures that clients leave with a positive impression and feel well-supported as the project concludes. Key elements include:
Exit Interview: Gathering feedback to understand their experience and identify opportunities for improvement.
Case Study Review: Collaborating with the client to document project outcomes in a way that can be used for internal reporting or self-promotion.
End-State Metrics: Capturing measurable results to demonstrate the value delivered.
Thank-You Note and Gift: A thoughtful token of appreciation, accompanied by a handwritten note to express our gratitude.
By focusing on these final interactions, we aim to reinforce our commitment to being the easiest consultancy our clients have ever worked with—a cornerstone of our value proposition.
Why It Matters
Hospitality is not just about the tangible actions we take but also about how we make people feel. By addressing uncertainty and infusing moments of delight, we aim to create a client experience that’s seamless, reassuring, and memorable. Our goal is to leave clients not only satisfied but eager to work with us again and recommend us to others.
As Springbach continues to evolve, our commitment to creating an exceptional client experience remains unchanged. Seasons may change, but our dedication to hospitality endures. We look forward to sharing this enhanced experience with our clients—old and new—where hospitality meets business excellence.