Le Diapason
The gesture sets the tone. Does the entire maison respond to it with precision?
Twelve situations. You identify the ones that occur in your home.
Nothing is saved. Your answers exist only in this window: closing the tab or reloading the page will erase them, and you will have to start over. Nothing reaches us until you submit it.
Are your customers already experiencing your expertise?
Yes, the maison is already hosting
Not yet
Le Diapason
the form of la rencontre
The following situations vary depending on how your gesture is experienced.
The rendez-vous
An agreed-upon time, a person received, a service provided, then a departure.
Institute, practice, salon, clinic
The stay
The client lives in your place for a given period.
Hotel, inn, gîte, respite home
The mandate
The gesture unfolds over months and culminates in a decision or a file.
Consulting firm, research consultancy, creative studio
The table
The gesture is performed and consumed on the spot, within a brief window of time.
Restaurant, table d'hôtes, caterer
The scene
The gesture is presented to an assembled audience at a designated time.
Venue, festival, gala, guided tour
The apprenticeship
The maison transmits knowledge over time, in cycles.
School, workshop, mentorship, program
The product
The value of the part depends on the advice, fitting, or installation associated with it.
Boutique, showroom, bespoke
The membership
The maison brings members together around a shared, long-term activity.
Association, club, professional order
The support
The maison drives an initiative that others make possible through their contributions.
Foundation, charitable organization
Volunteering
The maison receives time and labor rather than paid contribution.
Organization receiving donated time
the relationship you are looking into
A maison serving multiple audiences engages with only one relationship at a time via the Diapason. What each party receives and what you ask of them in return differ. You can address others subsequently.
Name this relationship
This name distinguishes this statement from subsequent ones. Your clients, beneficiaries, members, and donors.
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Begin
Le Diapason
How often might this sense of disconnection be experienced in your maison?
Nothing is saved until you submit. Reloading the page clears your answers.
the value of the gesture
It took years of practice to master these techniques. On the services page, someone discovers service names without a word about the expertise they require.
It took years of practice to master these gestures.
On the services page, one encounters the names of services without a word about the expertise they require.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
Two services do not require the same expertise or the same level of personalization. When presented with them, someone hears their duration and price, without any further explanation.
Two services require neither the same expertise nor the same level of customization.
When those services are presented to them, someone hears their duration and price, without further explanation.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
Two services do not meet the same need and are not carried out in the same way. When presented with them, someone only hears about their duration and the number of appointments.
Two services do not meet the same need and do not take place in the same way.
When presented with them, someone only hears their duration and the number of appointments.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The price reflects the work and resources required for the appointment. If someone finds it high, we begin by apologizing.
The rate covers the work and resources required for the appointment.
One person finds it high, and we begin by apologizing for it.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The institution requests the documents it needs to determine what assistance it can offer. Someone expresses surprise at the number of documents required, and the initial response is an apology.
The institution requests the documents it needs to determine what assistance it can offer.
Someone is surprised by the number of documents to provide, and we start by apologizing.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The service and its price were agreed upon when the appointment was made. At reception, someone heard a different price for the same service.
The service and its price are agreed upon when the appointment is made.
At the reception desk, someone hears a different price for the same service.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The list of required documents is provided when making an appointment. At reception, someone is asked for a document that was not on the list.
The list of documents to be provided is given when making the appointment.
At reception, someone is asked for a document that was not there.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
the value of the gesture
The suite was designed specifically for this location, right down to its furnishings. On the room details page, someone only reads the size, bed type, and price.
The suite was designed specifically for this location, right down to its furniture.
On the rooms page, someone only reads the size, bed type and price.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The room and the itinerary are prepared for the guest. On the page describing the welcome, someone tries to understand how the stay will unfold and only finds its duration and the number of available places.
The room and the itinerary of the stay are prepared for the person being welcomed.
On the page that presents the welcome, someone is trying to understand how the stay takes place and only finds its duration and the number of places.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
Two rooms do not offer the same comfort or experience. The only explanation given to someone hesitating between them is the price difference.
Two rooms do not offer the same comfort or the same experience.
The person who hesitates between them receives only their price difference as an explanation.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
Two types of stay offer neither the same setting nor the same daily schedule. To choose between them, one only needs to know the duration.
Two types of stay do not offer the same setting or the same daily organization.
To choose between them, someone only learns the duration.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The price includes the room and the associated services. On the phone, a person hesitates over the price, and a discount is immediately offered.
The price includes the room and the service that accompanies it.
On the phone, a person hesitates over the amount, and a discount is immediately offered.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The house requests the documents it needs to prepare for the stay. Someone is surprised by the number of documents required, and they begin by apologizing.
The house requests the documents it needs to prepare for the stay.
Someone is surprised by the number of documents to provide, and we start by apologizing.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The room is advertised with breakfast included. On the booking platform, someone finds it charged as an extra.
The room is advertised with breakfast included.
On the platform where he booked it, someone found him charged extra.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The list of required documents is provided once the stay is confirmed. Upon arrival, someone is asked for a document that was not on the list.
The list of documents to bring is given when the stay is confirmed.
Upon arrival, someone is asked for a part that was not there.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The ability to hold
The stay now includes services that can be selected before arrival. On the booking engine, someone completes the process without seeing them appear.
The stay now includes services that can be selected before arrival.
On the booking engine, someone finishes without seeing them appear.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The application form is used to prepare for the stay before arrival. When filling it out, someone may find nowhere to indicate what they will need while there.
The application form is used to prepare for the stay before arrival.
When filling it out, someone cannot find a place to indicate what they will need on site.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The reception area and the room set the same tone for the stay. Between the reception and its door, someone crosses a passage that seems to belong to another place.
The reception and the room set the same tone for the stay.
Between the reception and its door, someone crosses a passage that seems to belong to another place.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
Between stays, the room is prepared for the incoming guest. At the agreed time, someone waits without knowing when they will be able to enter.
Between stays, the room is prepared for the incoming person.
At the agreed time, someone is waiting without knowing when they will be able to enter.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
Arrival is arranged, luggage is taken up and the room is explained. Upon departure, the person receives no offers of services.
Arrival is prepared, luggage is brought up and the room is explained.
Initially, the person receives no offers of services.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
the value of the gesture
The mandate involves research, a comparison of options, and decisions specific to the client's situation. On the services page, someone tries to find out what this work entails and finds only the word "Analysis" as a description.
The mandate involves research, a comparison of options, and decisions specific to the client's situation.
On the services page, someone is trying to find out what this job entails and finds only the word "Analysis" as a description.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
A one-off consultation and a multi-month contract do not involve the same depth or commitment. In the proposal, the client will find the same description for each, followed by a different number of hours.
A one-off consultation and a mandate of several months do not involve the same depth or the same presence.
In the proposal, the client finds the same description for each person, followed by a different number of hours.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The fees correspond to the work and decisions required by the mandate. If a client hesitates because of the amount, we begin by apologizing.
The fees correspond to the work and decisions that the mandate requires.
A customer hesitates over the amount, and we begin by apologizing.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The scope of the mandate and its cost were communicated to the client. In the written proposal, the same work is offered at a different price.
The scope of the mandate and its amount have been communicated to the client.
In the written proposal, he finds the same work at a different amount.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
the value of the gesture
The evening required preparation work with the artists. On the event page, someone tries to understand what they are going to see and finds only the date, time and price as a description.
The evening required preparation work with the artists.
On the event page, someone tries to understand what they are going to see and finds only the date, time and price as a description.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The two evenings offer neither the same program nor the same seating for the public. To choose between them, someone only receives their schedules and prices.
Two evenings do not offer the same program or the same place to the public.
To choose between them, someone only needs to obtain their schedules and rates.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The amount requested corresponds to the artists' work and what the venue put into the evening's entertainment. Someone is surprised by this, and they begin by apologizing.
The amount requested corresponds to the work of the artists and what the house put into the evening.
Someone is surprised by this, and the first thing we do is apologize.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The price of access is advertised, all fees included. By following the purchase link, someone finds the same access at a different price on the ticketing website.
The price of access is advertised, all fees included.
By following the purchase link, someone finds the same access at a different price on the ticketing platform.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
the value of the gesture
The method has been built on years of practice. On the course page, someone tries to understand what distinguishes it and finds only a schedule of sessions as a presentation.
The method has been built up over years of practice.
On the course page, someone is trying to understand what distinguishes it and finds only a schedule of sessions as a presentation.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
Two courses do not aim for the same learning outcomes. To choose, someone compares two fact sheets where only the number of sessions and the price differ.
Two courses do not aim for the same learning outcomes.
To make a choice, someone compares two profiles where only the number of sessions and the price differ.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
Two courses do not aim for the same learning outcomes. To choose, someone compares two plans where only the number of sessions differs.
Two courses do not aim for the same learning outcomes.
To make the choice, someone compares two sheets where only the number of sessions differs.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The time and attention the practitioner devotes to each person are factored into the price. If someone is surprised by the cost, the first thing they do is apologize.
The time and attention that the practitioner devotes to each person are taken into account in the price.
Someone is surprised by the amount, and we start by apologizing.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The practice requires the person to attend all the sessions, because learning is built up from one session to the next. Some people find this commitment demanding, and the first thing they do is apologize.
The house requires the person to attend all the sessions, because learning is built from one to the next.
Someone finds this commitment demanding, and we start by apologizing for it.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The price of the course is advertised, all fees included. Upon confirming their registration, someone else finds the same course at a different price.
The price of the trip is announced, all fees included.
When confirming their registration, someone finds the same route at a different price.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
At the time of registration, the house only requires participation in the sessions. After the first session, someone learns that weekly work is also mandatory.
At the time of registration, the house only asks to participate in the sessions.
After the first one, someone learns that weekly work is also mandatory.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The ability to hold
The choice of treatment plan is made with the practitioner during an initial consultation. To book this consultation, someone must already have paid for a full treatment plan.
The choice of treatment plan is made with the practitioner during an initial consultation.
To book this exchange, someone must already pay for a full course.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The choice of treatment plan is made with the practitioner during an initial consultation. To book this consultation, someone must first commit to the entire treatment plan.
The choice of treatment plan is made with the practitioner during an initial consultation.
To book this exchange, someone must first commit to the entire journey.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The agreement specifies what the house will cover and what it expects in return. Before the first session, someone receives preparation instructions that contradict this agreement.
The commitment specifies what the house takes care of and what it expects in return.
Before the first session, someone receives preparation instructions that contradict them.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The program includes feedback on the work completed between sessions. After submitting their work, someone is waiting without knowing when this feedback will be provided.
The program includes a review of the work done between sessions.
After sending theirs, someone waits without knowing when they will receive a reply.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
Each step ends with a discussion about the progress made. After requesting to stop the course, the person must contact the organization again to find out if their registration has ended.
Each step concludes with a discussion on the progress made.
After requesting to stop the course, the person must contact the house again to find out if their registration has ended.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
the value of the gesture
The selection process relies on knowledge of materials and manufacturing methods. When reviewing a product's specifications, someone tries to understand what distinguishes it and finds only its dimensions as a guide.
The selection is based on knowledge of materials and manufacturing methods.
On a part's information sheet, someone tries to understand what distinguishes it and finds only its dimensions as a description.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
Two pieces do not require the same material or the same workmanship. On their product descriptions, someone can only find their dimensions and price to compare them.
Two pieces do not require the same material or the same work.
On their product sheets, someone can only find their dimensions and price to compare them.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The item and the time spent choosing it are factored into the price. Someone is surprised by the amount, and we begin by apologizing.
The item and the time spent choosing it are taken into account in the price.
Someone is surprised by the amount, and we start by apologizing.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The price of the item is advertised, all fees included. When it comes time to pay, someone is asked for a higher amount.
The price of the item is listed, all fees included.
When it came time to pay, someone was asked for a larger amount.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The ability to hold
An appointment allows you to compare parts with an advisor before buying. To book an appointment online, someone must provide the number of a previously placed order.
An appointment allows you to compare parts with an advisor before buying.
To reserve it online, someone must provide the number of an order already placed.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The choice of part depends on the location where it will be installed. To book the appointment where this choice will be made, someone must provide the number of a previously placed order.
The choice of part takes into account the location where it will be installed.
To reserve the appointment where this choice will be made, someone must provide the number of an order already placed.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The order form specifies the collection conditions. When someone comes to collect their part, they receive instructions that contradict these conditions.
The order form specifies the collection conditions.
Upon collecting their item, someone receives an instruction that contradicts them.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The installation conditions are specified in the order. Before the team arrives, someone receives instructions that contradict them.
The installation conditions are specified in the order.
Before the team arrives, someone receives instructions that contradict them.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The part is set aside and prepared before being handed over. After the agreed-upon deadline, someone has to follow up to find out its status.
The part is set aside and then prepared before being handed over.
Once the announced deadline has passed, someone needs to follow up to find out where she stands.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The return of the item is arranged as a special moment. Once home, someone must call the store to find out the return conditions.
The handing over of the coin is prepared as a moment.
Once home, someone needs to call the store to find out the return conditions.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The part is installed and its operation is checked with the person. For maintenance purposes, someone is sent back from the shop to the installer, and then from the installer back to the shop.
The part is installed and its operation is checked with the person.
For maintenance reasons, someone is sent back from the shop to the installer, and then from the installer back to the shop.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
the value of the gesture
A manager prepares the mission and defines everyone's role. On the page presenting it, someone tries to understand what they will have to do and finds only the number of hours expected as information.
A leader prepares the mission and defines everyone's role.
On the page that presents it, someone tries to understand what they will have to do and finds as the only presentation the number of hours expected.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
Two jobs require neither the same level of commitment nor the same skills. To choose between them, someone can only find their schedules.
Two missions do not require the same commitment or the same skills.
To choose between them, someone can only find their schedules.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The house asks everyone to confirm their attendance, because the intervention is organized based on the announced presence. Someone finds this demanding, and we begin by apologizing.
The house asks everyone to confirm their attendance, because the intervention is organized based on the announced presences.
Someone finds him demanding, and the first thing we do is apologize.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
The time slots for attendance are agreed upon with the person. On site, someone learns that they must also cover a time slot that they had not agreed to.
The time slots for attendance are agreed upon with the person.
On site, someone learns that he also has to cover a shift that he had not accepted.
Never
It can happen
Regularly
Always
This link does not exist in our system
I cannot answer
Return
See what I recognized
Le Diapason
what you recognized
We added nothing to it, interpreted nothing, and ordered nothing.
This list is neither an analysis nor a priority order. It simply reflects the situations you indicated you are experiencing today.
what this type of disconnection can produce in any maison
the story
When the narrative of a house fractures between its points of contact, it becomes harder to recognize than the gesture it carries, and harder to follow over time.
When the narrative does not make clear what distinguishes the gestures, the people who enter struggle to understand what they are about to experience and to guide their choices.
the value of the gesture
When the real effort of an action is neither named nor distinguished, the price it could carry is often capped below what the experience deserves.
When the price of an action is not respected everywhere it is distributed, the value it carries can be reduced to the lowest of visible signals.
When the price is stated without being expressed verbally, the value of the gesture can be perceived as fragile and dependent on the people rather than the house.
The ability to hold
When certain systems and transitions seem to belong to a different house than the gesture they open, confidence in the ability to hold on is more quickly undermined.
When requirements rely primarily on daily attention rather than a stable structure, the home may be exposed to greater variability in what the client actually experiences.
When the experience is not carried through to its conclusion, the house may allow some of the resonance and stories it could have generated to be lost.
The Diapason does not determine if these costs are present in your case. It names what this type of disconnection can produce.
References
Keller, K. L. (1993). Conceptualizing, Measuring, and Managing Customer-Based Brand Equity. Journal of Marketing , 57(1), 1-22.
Aaker, DA (1996). Building Strong Brands . New York: The Free Press.
Kapferer, J.-N. (2008). The New Strategic Brand Management (4e ed.). London: Kogan Page.
Parasuraman, A., Zeithaml, VA and Berry, LL (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing , 49(4), 41-50.
Parasuraman, A., Zeithaml, VA and Berry, LL (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing , 64(1), 12-40.
Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing , 56(2), 57-71.
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing , 52(3), 2-22.
Monroe, K. B. (1973). Buyers' Subjective Perceptions of Price. Journal of Marketing Research , 10(1), 70-80.
Winer, R.S. (1986). A Reference Price Model of Brand Choice for Frequently Purchased Products. Journal of Consumer Research , 13(2), 250-256.
Dodds, WB, Monroe, KB, & Grewal, D. (1991). Effects of Price, Brand, and Store Information on Buyers' Product Evaluations. Journal of Marketing Research , 28(3), 307-319.
Fredrickson, B.L. and Kahneman, D. (1993). Duration Neglect in Retrospective Evaluations of Affective Episodes. Journal of Personality and Social Psychology , 65(1), 44-55.
Redelmeier, D.A. and Kahneman, D. (1996). Patients' Memories of Painful Medical Treatments. Bread , 66(1), 3-8.
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Leave with this statement
Identify another relationship
Bringing this observation to a meeting
The Threshold
to put into words
Four questions. You correct everything before sending, and nothing reaches us beforehand.
Which brings me
Beyond the situations you have just recognized, what has brought you here now?
What must be preserved
What already fits in your house and shouldn't be lost in the process of upgrading it?
What must become possible
If this work were to bear full fruit, what should become possible for your home, your teams, or the people it welcomes?
Return
Reread my note
The Threshold
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