We went to Navitat a few weeks ago while we were up in the mountains. It’s one of those zip line places.

It was pretty fantastic.

We hooked ourselves into harnesses, rode a Kubota cart up to the top of the mountain, and spent the next three hours zipping down. One span of cable measures 1,100 feet. It was incredible.

I was with my wife, my 14-year-old daughter, and her 13-year-old friend. None of us had ever been down a zip line course before.

We were kind of anxious when we arrived. We got there early, and the friendly people at the front desk greeted us, checked us in, and told us where to wait. They explained that we would be called up as a group when it was our turn to get ready and that we’d be taken into a room to get our gear and helmets. They told us where the bathrooms were located and explained that we should go ahead and use them because there are no bathrooms on the course.

A few minutes later, after using the bathrooms, we were called into a room filled with gear. Our equipment was laid out on the floor in front of benches, and we were told to sit down. The two leaders introduced themselves, gave us a quick briefing, and then helped us put on our harnesses and helmets.

A few minutes later, the leaders walked us to the Kubotas, and we drove up the mountain. Upon reaching the top, we were guided out to the first platform and given more instructions. After a few minutes, one of the leaders zipped to the other end of the first cable. The first cable was short, and we could see the length from beginning to end. The other instructor then helped us hook onto the cable and helped us launch toward the next platform.

The other leader was waiting and guided us to a smooth landing. Sweet.

At every moment, we were attached by a safety line to a cable. We were never untethered from the cable for a single second. In fact, they had two cables attached to us and would disconnect one when switching cables so the other was always attached.

I’ve never felt safer and more secure.

Why?

Because I knew what was going to happen, I was always safely connected, and the leaders were constantly at my side talking us through step by step. They made zipping across the mountains, high above the trees, feel safe and secure. They were in charge and confident, and they clearly knew their business.

Who were these leaders? How many years of zip line experience and expertise did they have?

They were in their early twenties and had been through a course consisting of about two weeks of training. They were both straight out of college. They were kids.

The training they’d been through conveyed a carefully considered system that succeeds in making customers feel safe and secure. The zip line company has a system that works.

We were told what to expect, our hands were held, and things went exactly as planned.

Is that how it works for your clients? Do they know what’s coming? Have they been told what to expect? Are you holding their hands and walking them from where they are to where they need to be?

Or are you letting them zip, fast and furious, with no particular destination in mind at a crazy high speed while feeling totally out of control?

From the first moment of interaction, on the phone when we booked our tickets, Navitat started educating us about the process. The company never allowed us a moment of doubt or uncertainty. Even upon arrival back at the office, the staff explained when our trip photographs would appear on the display screen and how we could buy our pictures. Navitat kept us comfortable every single second of our adventure.

Zip down a mountain sometime soon and see what it teaches you about helping your clients.