Unlocking the Power of the Double Platinum Rule
As a passionate tech professional immersed in the latest digital innovations, I‘m always seeking ways to delight users and exceed expectations. That quest led me to the "Double Platinum Rule" – a brilliant ethos for connecting with people in a profound way. After seeing firsthand how this mindset separates industry leaders from the pack, I‘m convinced adopting the Double Platinum Rule can transform businesses, careers and relationships.
Origins of the Double Platinum Rule Philosophy
The Double Platinum Rule has its roots in earlier ethical philosophies focused on how we should treat one another. The renowned "Golden Rule" of course advised that we should "treat others the way you want to be treated." Groundbreaking in its time, but flawed in assuming we all share the exact same preferences.
Psychologist Dr. Tony Alessandra advanced the Golden Rule to the “Platinum Rule” – to treat people how they want to be treated, based on understanding individual needs. The Double Platinum Rule takes it to the next level – treat people even better than they expect, surprising and delighting them by anticipating unspoken needs.
Dr. Tony Alessandra, formulator of the Double Platinum Rule philosophy. Image credit: Alessandra.com
Alessandra first introduced the Double Platinum Rule in his 1993 book Platinum Rule: Discover the Four Basic Business Personalities and How They Can Lead You to Success. After seeing how the most successful companies go above and beyond, he realized the power of exceeding expectations across all realms of life.
The Double Platinum Rule struck a chord, but its adoption separates those enterprises that just talk about caring for customers from organizations that embed it into their DNA.
Why the Double Platinum Rule Matters More Than Ever
In our hypercompetitive, increasingly impersonal society, experiencing deeply caring treatment stands out brilliantly. Every personal touchpoint is an opportunity to build an emotional bond – but also to disappoint if merely adequate. Consumers today have unlimited alternatives and zero loyalty if not delighted.
Studies bear out the hard statistics:
-
81% of customers say they’d more likely do repeat business with a company that offered an excellent customer experience. Source: Forbes
-
Companies that earn $1 billion annually can attribute, on average, more than $700 million of their revenue to previous customer experience efforts. Source: SuperOffice
-
89% of companies now compete mostly on customer experience, versus just 36% in 2010. Source: Gartner
Wowing customers pays dividends across industries. Healthcare systems like Cleveland Clinic explicitly train staff in the Double Platinum Rule to create distinctive experiences. Silicon Valley darlings Zappos and Salesforce build their brands around amazing service.
By elevating every interaction to double platinum standards, companies set themselves apart while making meaningful human connections.
| Industry | Company | Double Platinum Example | Impact |
|---|---|---|---|
| Hospitality | Ritz Carlton | "Ladies & Gentlemen Serving Ladies & Gentlemen" motto empowers staff to delight | Highest guest loyalty rates in luxury hotels |
| Retail | Nordstrom | Gift wraps purchases without being asked | #1 customer service ratings among department stores |
| Software | Salesforce | Surprised customer with on-site help when he tweeted a problem | Customer shared praise publicly fueling viral marketing |
| Airlines | Singapore Air | Flight attendants write handwritten notes to delight passengers | Named world‘s best airline for service excellence |
Companies known for Double Platinum Rule service standards and resulting benefits
Actioning the Double Platinum Rule in Business
The Double Platinum Rule may sound lofty but can manifest through everyday actions. Based on my consulting experience here are three key strategies any business can adopt:
Collect Customer Insights Obsessively
The first step is gathering intel on customer preferences and pain points. Techniques like surveys, interviews, and monitoring social media help you dig deep beyond surface demographics to what makes each customer unique. AI and big data analytics can surface patterns you might miss. Synthesize insights across channels to build rich customer dossiers.
Empower Employees with Flexibility
Frontline staff interfacing with customers daily can be a treasure trove of insights. Yet too many companies limit employees with rigid policies that stifle their ability to delight on the spot. Employees should have clear guidelines on fixes they can make and authority to surprise/delight within reason – like the Ritz Carlton $2000 rule. Technology gives more ways to engage – such as Hilton responding to guest tweets about liking warm cookies.
Make Surprise and Delight Part of Your Culture
Baking the Double Platinum Rule into the organization’s DNA ensures innovation and caring don’t get lost in efficiency and scale. From New Employee orientation to leadership KPI‘s, every policy and process should revolve around delighting customers. Routinely celebrate instances where employees went above and beyond. Infuse empathy and thoughtfulness into the brand identity.
Adopting the Double Platinum Rule Personally
While the Double Platinum Rule revolutionized my consulting, I‘ve found it equally powerful in personal realms. Just little thoughtful acts can enormously brighten someone‘s day while deepening bonds. I try to look for these opportunities as a standard relationship practice:
- Noticing friends‘ favorite treats and surprising them occasionally.
- Keeping a checklist of gift ideas tailored to each family member for the next special occasion.
- Checking in with mentees on meaningful days like work anniversaries to make them feel special.
- Sending encouragement notes to colleagues struggling with health or other issues.
- Making introductions within my network that could help friends’ careers or businesses.
The most meaningful examples I’ve experienced of the the Double Platinum Rule in action:
- The friend who threw me an unprompted birthday dinner filled with personalized touches to celebrate a hard year.
- My wife embracing my quirky hobby and gifting me a rare limited edition collectible I‘d been looking for.
- The former manager who recommended me even years later for my dream job.
Tiny acts of relationship mindfulness add up to lifelong bonds.
The Double Platinum Rule sets a high yet rewarding standard for how we engage with people. By elevating service from adequate to exceptional, we forge human connections while driving business success. To recap:
- Learn individuals‘ unique wants and needs deeply
- Delight people by anticipating desires they didn‘t realize
- Empower staff to surprise without compromising guidelines
- Make Double Platinum Rule practices central to culture
- Personally, consistently look for thoughtful delight opportunities
The Double Platinum Rule takes work: diligent listening, creative thinking and empathy. But practiced habitually its dividends are boundless, economically and spiritually. I hope these insights help you take the Double Platinum Rule from concept to consistent action. Drop me a note if you have any other tips or experiences to share!