In sports the debate of which is more important goes back a long ways. In football you can't win if you don't have a great defense (Missouri) but you can't win without an offense either (… i know, Auburn)

At Matchstic we have a constant conversation of whether we are on offense, or on defense. Are we leading the client through the process? Or, are they leading us? When you are on defense you can't control the experience. You are only responding. It is impossible to surprise (in a good way anyways) or to exceed expectations, when we are being lead by the client

This is something that to be honest, I am still learning. I think it is something that as a manager I will be learning it more everyday. It is far easier to respond then it is to communicate, be proactive, keep up with the details, and ultimately delivering what you promise. But, at the end of the day, it is the only way to guarantee the result of a great experience.

Sorry for the call out Missouri.

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