What do your VIPs experience that eludes your general members? It is reported that Elon Musk had a small group of employees annotating data from his Tesla automobile to ensure self-driving mode worked most effectively. His data received special attention to maximize performance. This level of service was not available to the average Tesla owner. Elon’s driving experience is different than all other Tesla owners, unless they drive the same routes he uses with his Tesla.

What VIP services might conflate the experience the general member receives? How might we assess the service we provide to all our customers, not just those who have the special phone number and secret doors into our enterprise?

How might we monitor the experience of all our fans? How might we not focus solely on the VIPs who have secret phone numbers and private entrance privileges? If our organization’s stated values and actions diverge when it comes to our most important members, perhaps we need to have a generative conversation about our priorities.