televisions would be useless if the toilets were plugged up and out of order. This is why we have to earn the right – by mastering basics – before attempting to pivot. It’s ironic that the provider, not the recipient, must earn the pivot. Principle 1 – Pivots must be earned.
2.In time, Delighter Experiences will become Basic Experiences. I think that, even now, my bathroom television example is losing its luster. It’s no longer unexpected by many sports bar patrons. Another obvious example is the hotel business. When Isadore Sharpe of the 4 Seasons hotel chain first placed shampoo2 in his hotel rooms, it was a Delighter Experience; however, this has long since become a Basic Customer Experience.
Return to Treasure Island
Pivoting involves converting Basic Experiences into Delighter Experiences. In the Treasure Island story, our family was on our way to a pretty unremarkable playground but my dad pivoted and made everything wonderful. Kim and I would have been disappointed if our family outing – that beautiful July afternoon – was cancelled but we weren’t thrilled to be going to a “generic swing and slide park.” By throwing a few coins on the ground, a pivot occurred and the park truly became Treasure Island to our great delight.
My dad earned this pivot. My parents loved us unconditionally and provided the necessities of life. A negligent or uncaring parent trying to buy his children’s affection by throwing money on the ground is inauthentic. Instead of making a wonderful experience, the negligent parent could actually cause harm. An article that appeared in The Globe and Mail on Halloween 2011 quoted clinical hypnotherapist David Samson on the root of the fear of clowns: “As people wear masks and dress up … you cannot read their facial expressions or body language.”3 The fear is inauthenticity. What emotions are really lurking behind the clown’s phoney smiles? Successful pivots are earned through authenticity and not erratic inauthenticity.
Training and Pivoting
I challenge myself to pivot once per training session and, if the session lasts multiple days, then the goal is to pivot at least once per day. This booklet is intended to help trainers pivot from delivering Basic Participant Experiences to delivering Delighter Experiences. In using the term “training,” I’m referring to both Instructional Design and Facilitation. Both roles have numerous pivot opportunities.
The “why” and “how” are coming but first we should examine the Basic Training Experience. Mastering the Basic Training Experience creates authenticity.
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