My business seems to take me to Orlando, Florida quite a bit. Orlando is one of the largest convention markets. It is also the home of Disney World, the Orlando Magic basketball team and other major entertainment attractions. There is a lot of “magic” in Orlando!
The kind of “magic” I’m talking about is about the art of “Wow!” People save up a lot of money to spend just a few days in a place that will take them away from reality and make them say and feel “Wow!” It is the service. It is the “little things.” It is all of the good stuff added up. All of these things make people want to come back and do it again.
Here are a couple of thoughts on creating the “Wow!”
First, “Wow!” is not too difficult to make happen. As a matter of fact, it is pretty darn easy. For example, it is as simple as returning a phone call quickly. Let’s say a customer calls you and has to leave a message. Just moments later you get the message and return the call right away. The customer is impressed. That is a “Wow!” I know, it doesn’t seem like much, but it does impress the customer.
Second, as easy is to make a “Wow!” happen, it is hard to do it consistently. And this is what separates the successful organizations from the ones that aspire to be great. It is not just the ability to create a “Wow!” experience. It is the ability to do it over and over.
Here is another thought. If your customer gets used to the “Wows!” that your organization delivers, and you have an off day, the bad stuff stands out even more. You see, your customers expect great things from you. And you need to teach them to expect and demand them. Fall short and they will notice even more. But that is okay, because if you really are good, you will have created the confidence with your customers that you’ll take care of them. Whatever it is that is wrong, you will make it right.
Anybody can do great at any given time. But, can they do it over and over again – consistently? Ah, that is the big question! And, that is what separates “Magic” from mediocrity.
Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692- 2200. Email: shep@hyken.com Web: www.hyken.com