Creating Great Experiences
Elizabeth Heil & Jason Ward
Who is your organization’s biggest
WHAT you do does not diﬀerentiate you.
WHY you do the work creates meaning.
HOW you do the works adds value.
Creating and sustaining great
experiences is the key to success in
a service-sector economy.
Tell us about your amazing client
It Starts with Culture
The WHAT should be a forgone conclusion, so focus on
the WHY and HOW of your work.
Your people and your culture are the diﬀerence. Sales/
proposals and marketing/fundraising begin with your
people and the culture they create.
People buy/fund based on how they feel and what they
believe. Give them something and someone to believe in.
There is no “I” in Team
Build rapport between individuals.
Make it fun.
Merge your teams.
Setting inﬂuences tone.
Your space should reﬂect your culture.
Set the Stage
Set clear expectations.
Under-promise and over-deliver.
Check for understanding early and often.
Walk away from meetings with commitments.
Lead on Projects
Have an open door.
Report on progress and results.
Invite (and accept) criticism.