It’s all about the experience. With every experience, do the little things, as well as the big things, that surprise people. Create the “WOW” factor that turns customers into raving fans. This includes both internal and external customers.

One of the hallmarks of our work at F+A is the tenure of our client relationships. We do our best work when we become part of our client’s team, working collaboratively as true partners, often over the course of years or even decades.

How have so many of our client relationships lasted the test of time? We think a big part of it is our commitment to providing legendary service.

Legendary service is the difference between meeting expectations and going the extra mile. It’s taking personal responsibility for ensuring a job well done. It’s making the experience of our service memorable, sometimes in unexpected ways.

A quick story: At the beginning of a now long-time client relationship, F+A helped plan and execute the launch and grand opening of an important new brick-and-mortar location of our client’s organization. F+A’s role was to advise on the communication strategy and lead a media relations campaign. On the day of the grand opening, F+A team members attended the event, leading media tours and helping with community outreach – just as expected.

At the end of the event, boxes of supplies and materials were scattered all over the building, which had to be completely cleared out so the client could open for business the next day. Although our official duties for the day were complete, F+A team members stayed and helped clear the space – carrying boxes, breaking down equipment, and helping our clients leave the building more organized than we’d found it.

While chipping in with clean up seemed like a no-brainer for our team, it made a lasting impression on the client – who has recounted this anecdote many times over the course of our working relationship. It serves as a good reminder that even simple gestures can be legendary.

Beyond delivering sound communications and PR counsel, providing legendary service at F+A is about building a rapport, asking good questions, listening actively and taking time to really understand clients’ needs.

How does your organization deliver legendary service?

Each week, the F+A team gathers to discuss The F+A Way: our defined cultural fundamentals and touchstones that help us best serve our clients. We take turns sharing our thoughts on the key principles that define us, asking questions to spark conversation.