In Customer Service, It’s Not the Destination – It’s the Journey  

Ralph Waldo Emerson, the American philosopher, is often credited with saying, “It’s not the destination, it’s the journey.” The idea is that the journey is just as important—maybe even more so—than arriving at the destination.  

I recently attended a lecture by a magician who shared his “secrets” for creating a show that people want to come back and experience again and again. 

The message was clear. No matter how amazing the tricks are, it’s the personality and pattern (the words used throughout the show) that make people laugh and entertain them along the way—as in the journey created on the way to the end of a trick.  

The concept of the “destination, not the journey,” not only applies in life and magic shows but also in customer service. Have you ever had a disagreement with someone in a company? (Of course, you have.) You knew you were right. You pleaded your case, asked to speak to a manager or supervisor, and after spending more time than necessary, the wrong was righted. The destination, as in the resolution, was what you wanted. The journey, as in what it took to get there, was a disaster.  

Not all that long ago, I wrote an article about a parking lot that had open spaces. Everyone could see them, but the employee at the gate claimed there were none. He dug his heels into the ground and refused to let me park in one of the half-dozen spaces we could both see. I asked to speak to the manager. He made a call, and five minutes later—even though it seemed like more—he begrudgingly let me in. Did it have to be that hard? Of course, not!  
The journey taints the destination
Was this a fight where I won, and he lost? That’s what it felt like, but it shouldn’t have been like that. Too many times, a customer has an unnecessary “fight” with a customer service rep to resolve an issue. If the end result is what makes the customer happy, don’t make them fight to get there. That journey taints the destination, sometimes to the point where the customer, even if they get what they want, won’t come back. 

In customer service, the journey is what truly shapes the customer’s perceptions. Businesses should strive to create a seamless, easy, and enjoyable experience at every touchpoint, just like a good magician’s show delights the audience from start to finish. By prioritizing the journey, companies can ensure that the resolution not only meets the expectations but also enhances the overall experience, encouraging repeat business and fostering trust and confidence, which leads to repeat business. Remember, it’s the memorable journey that will get your customers to say, “I’ll be back!”

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.