Go Ahead – WOW your customer!
What does it mean to ‘WOW’ your customers? That’s a good question that can have many answers. Essentially, WOWing your customers comes down to doing the unexpected. It means going above and beyond and exceeding customer expectations, being Legendary. It doesn’t necessarily have to be a big thing and it doesn’t have to cost money. It’s whatever you can do to make your customer stop and say WOW!
I remember a big WOW moment I had last year. I was babysitting my one-year- old niece and she pulled on my Pandora bracelet and the bracelet snapped. I felt that for only having the bracelet for about 6 months – that the quality should have been better for this well-known piece of jewelry. I wrote an email to the company explaining what happened, and was pleasantly surprised when I received a phone call from the head office within 48 hours. They apologized for the issue, and told me they would send me a pre-paid envelope to return the bracelet, and once received, they would send me a new one. Problem solved: except, I travel a lot for work. I had still not had the opportunity to mail the bracelet back, two weeks later. I was surprised to hear from Pandora again, letting me know that they had not received the bracelet and wondering if I had a chance to send it. When I explained my work situation, they helped me by allowing me to visit the store nearest to my hotel and exchange the bracelet there, no questions asked. Expectations exceeded – mind blown. WOW! Not only were they happy to help me when I had a problem, they actually followed up with me!
Another WOW experience I have had is with my pharmacy. I took for granted my pharmacist and the service they provided until my neighborhood pharmacy closed. I was used to people knowing my name, asking about my family, my dogs – basically making me feel like family – not just another customer. I was used to being able to get prescriptions in a timely manner, and having someone understand when a refill ran out before I was able to see my doctor, or if there was an emergency. My business was transferred to another pharmacy – and I hated it. No smiling, no small talk, no niceties, and it took forever to get prescriptions filled. I was so happy when my pharmacist tracked me down on social media to let me know where she had ended up – and of course I happily transferred all of my prescriptions to her store. If I am going to spend my money – I would rather it be with someone who appreciates me.
Both of these instances were relatively small gestures toward customer happiness. However, they both had the same effect – they have me as a customer for life. Now, anytime someone asks me for gift recommendation – I recommend Pandora. Whenever someone asks about a pharmacy recommendation – I recommend mine.
I’ve personally worked for companies in the past that would have seen both of these customer service examples as being too costly in terms of time and real dollars. However, companies that routinely WOW their guests obviously know the value of providing exceptional customer service. This type of customer service focus mentality has to be a part of the entire company culture. It has to be started and promoted by the owners and executives, and believed and practiced by every employee with each and every customer.
The great thing about all of this is that making your customers happy makes your employees happy. There is no greater feeling than knowing the service you provided solved someone’s problem or made someone happy. Empowering your employees to WOW your customers and instilling in them the virtues of doing so, will pay off in big returns for any business. Giving your employees the chance to make a real difference in the day to day activities of their customers is one of the greatest investments you can make in the personal growth of your employees, and your business as a whole. Learn how to implement Legendary Customer Service in your your business by clicking here.
Alethea Porter
Regional Training Account Manager
a.porter@signaturecanada.ca
www.signaturecanada.ca
Phone: 403-461- 6590
I remember a big WOW moment I had last year. I was babysitting my one-year- old niece and she pulled on my Pandora bracelet and the bracelet snapped. I felt that for only having the bracelet for about 6 months – that the quality should have been better for this well-known piece of jewelry. I wrote an email to the company explaining what happened, and was pleasantly surprised when I received a phone call from the head office within 48 hours. They apologized for the issue, and told me they would send me a pre-paid envelope to return the bracelet, and once received, they would send me a new one. Problem solved: except, I travel a lot for work. I had still not had the opportunity to mail the bracelet back, two weeks later. I was surprised to hear from Pandora again, letting me know that they had not received the bracelet and wondering if I had a chance to send it. When I explained my work situation, they helped me by allowing me to visit the store nearest to my hotel and exchange the bracelet there, no questions asked. Expectations exceeded – mind blown. WOW! Not only were they happy to help me when I had a problem, they actually followed up with me!
Another WOW experience I have had is with my pharmacy. I took for granted my pharmacist and the service they provided until my neighborhood pharmacy closed. I was used to people knowing my name, asking about my family, my dogs – basically making me feel like family – not just another customer. I was used to being able to get prescriptions in a timely manner, and having someone understand when a refill ran out before I was able to see my doctor, or if there was an emergency. My business was transferred to another pharmacy – and I hated it. No smiling, no small talk, no niceties, and it took forever to get prescriptions filled. I was so happy when my pharmacist tracked me down on social media to let me know where she had ended up – and of course I happily transferred all of my prescriptions to her store. If I am going to spend my money – I would rather it be with someone who appreciates me.
Both of these instances were relatively small gestures toward customer happiness. However, they both had the same effect – they have me as a customer for life. Now, anytime someone asks me for gift recommendation – I recommend Pandora. Whenever someone asks about a pharmacy recommendation – I recommend mine.
I’ve personally worked for companies in the past that would have seen both of these customer service examples as being too costly in terms of time and real dollars. However, companies that routinely WOW their guests obviously know the value of providing exceptional customer service. This type of customer service focus mentality has to be a part of the entire company culture. It has to be started and promoted by the owners and executives, and believed and practiced by every employee with each and every customer.
The great thing about all of this is that making your customers happy makes your employees happy. There is no greater feeling than knowing the service you provided solved someone’s problem or made someone happy. Empowering your employees to WOW your customers and instilling in them the virtues of doing so, will pay off in big returns for any business. Giving your employees the chance to make a real difference in the day to day activities of their customers is one of the greatest investments you can make in the personal growth of your employees, and your business as a whole. Learn how to implement Legendary Customer Service in your your business by clicking here.
Alethea Porter
Regional Training Account Manager
a.porter@signaturecanada.ca
www.signaturecanada.ca
Phone: 403-461- 6590
Alethea Porter
Signature Canada is a leader in training employees to deliver legendary customer service while increasing sales. Since 1986, Signature’s unique training methodology has provided a measurable ROI for our customers, compelling them to return year after year. We offer Canadian companies, personalized, sustainable and measurable business and training solutions which contribute to optimize income by developing sales and service skills dedicated to create memorable experiences.