What is the WOW! Factor?
Who gives it and why?
I am a huge Disney fan, been to Disney in Florida three times. Each time I leave I remember a customer service story.
The bus driver (70) years old, singing songs from the hotel to the park.
The elderly lady (cast member) taking the time to dance and blow bubbles with my 5 year old before the parade.
I am also a fan of the WOW! moment--walking into a store, park, ball game and leaving completely blown away at the service provided.
My wife and I bought a new house 7 years ago--great location, school district, lot; but it was a little fixer upper.
We live 1.5 minutes from a Home Depot---I walked in and the first person was a young lady whom said welcome. Very young, 20 or so. I asked where an item was and she walked me all the way down to the correct aisle--I purchased the item, and left with a smile on my face. Not because of the item, but she took the time to walk me down, instead of pointing and saying aisle so and so.
Needless to say, that WOW! moment is still going on and Home Depot has well over 10,000 dollars of my business from there going to present.....Landscaping, rental, doors, garage doors, Christmas decor and so on----even when they dryer vent backed up; I walked in and someone else knew what steps to take.
Leadership--top down is in motion here. Two years ago I decided to ride a bicycle from Carmel, Indiana to Orlando, Florida for cancer. I had not been on bike in over 20 years---but walking into a local bicycle shop they were prepared and ready to deliver a WOW! moment on cue--and they did. I kept coming back, every single time they delivered on cue....
Customer service is massive--everyone falls into that category that is in business or a service industry. But, you don't have to be big to WOW!
My local bicycle shop is as big as a Fortune 500 employee break room--but they are top 100 in the United States in bicycle shops for a reason---delivering exceptional service to customers---giving them more and more and more, being honest, passionate and knowledgeable about they niche market.
Here is a review of a bicycle shop that I had to share---and these are all over the place in bicycle shops across the land.
"These trued and dished my rims for an incredibly reasonable price, plus they kept the store open late so I could drive in to pick them up. Super nice guys. Decent selection of bikes. Willing to answer all of your question with a smile. I regularly go to the cities for other errands but will go back to these guys because they treated me so well."
---Bike Shop. Marshall, MN. Google Review
Cycling is BOOOOOOOOOOOOOOOOOOOOOOOOOOOming across the land---riding to work, cycle-cross, MTB, road bike, triathlon. Endurance events are huge, well if you are into cycling for any reason stop by your local bicycle shop and see the WOW! factor in motion.
I as the customer was so thrilled and ecstatic about my adventure that I had to write a customer service book on my true story and 10 ways to give and excel at customer service. ALL that I learned form a small business delivering WOW! customer service.
http://www.amazon.com/2000-Miles-Wisdom-Jim-Serger/dp/1936800209/ref=sr_1_1?s=books&ie=UTF8&qid=1413380003&sr=1-1&keywords=jim+serger
Customer service never takes a break--it is 24/7. 365 days a year.
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