How could I create a ‘wow’ experience here?
What if you thought about every encounter with the customer as a chance to create a “wow” encounter?
Let’s face it, you’re either going to have a “wow” encounter or an un wow one. It’s never a neutral event. So we need to constantly ask ourselves, “How could I create a ‘wow’ experience here?”
Now as we’re thinking about “wow” experiences, we can’t forget the internal customers—you know, those who are working within our organization and who need to support those outside of our organization (AKA the customer). These internal customers need to have “wow” experiences as well.
So whether you’re an internal customer service person or an external customer service person, think about the “wow” encounter and never forget what Guy Kawasaki talked about, “No matter when your supervisor asks for something, the answer is always ‘now.’”
When they’re asking for something to be done, make sure to prioritize what they need because they probably have an outcome and a customer experience that they need to create. AND them having to wait means that they cannot create that “wow” experience for their customer!
Always approach every encounter with every person that you work with—including your customers—as the potential to create a “Wow, That was amazing!” type of experience.
What if you started approaching it that way today?
– Roxanne Emmerich