Delight

I was recently asked to begin a blog post for Brilliant. Now while I’ve been more than happy to post videos of me demoing my home, but putting pen to paper, or fingers to keyboard, is something much different.  It’s a deeper insight into my mind, my thoughts, and my feelings towards technology and how we interact with it on a daily basis.

When thinking about what could I possibly write about that you don’t already know, I realized it’s not always about educating.  It’s about connecting, about sharing stories that resonate with others in this community.  How can my stories give others energy and excitement to help build these amazing experiences that this industry can offer.  While yes, there is a lot of knowledge stuck in my head after 15+ years in this industry, that will come out in time.  I want to share moment that stuck with me that still keeps me excited about how we can enhance peoples lives through technology.

A few months ago I was on a ride along with one of our partners in Florida.  We were scheduled to visit several homes over the course of two days, some for new setups, and some for troubleshooting in a new home community.  With these homes, you get people of all technology skill levels, from those that don’t want you to touch anything, to others that can barely work their smartphone at best.

Now we all have different levels of “whiteglove” and how much time we spend with clients.  We have to pick and choose which features to highlight to make sure that the client is one, happy;  And two, able to use the system.  This particular woman was a senior and had photos of children and grandchildren across her home.  We let her know that the Brilliant control being installed doubled as a digital photo album.  She seemed intrigued.  After having her use the app and guiding her through uploading photos, you could feel her amazement and delight as they popped up on the Brilliant Control.  It was all that she needed to feel that this was well worth it.  This little feature, this nugget of joy, this excitement around what we just installed can do is the delight we have the chance to bring to people, regardless of age or experience with technology.

Now I named this post “Delight” because what is the goal of all this, if not to delight people with experiences that can matter to them.  We aim to bring that delight with us for every meeting, every demo, and every installation.  Find that product, find that feature that you know will delight your customer and lean in.  For this woman, the photo album.  For another it may be motion detection.  For another an in-wall control for music.  No feature can be too small when it brings delight to the experience.

Be on the lookout for more, and let me know if there are topics you’d like me to share my thoughts on. Keep crushing it out there everyone!

Oki