It doesn’t take a lot to add the Wow Factor in customer service. My friend, author and humorist Allen Klein, treated himself and his friends to a high-tea at the Ritz Carlton for his sixtieth birthday. The staff provided an exceptional experience for Allen and his guests from start to finish. He couldn’t have imagined a lovelier way to spend his special day.
Then….they added the WOW Factor in customer service.
At the end of the event, a staff member came over carrying a shopping bag. He told Allen, “You probably didn’t get a lot to eat because you were so busy having a great time and playing the host!” He sent Allen home with shopping bag full of delicious food from the party which he could enjoy in the privacy of his home.
While first impressions are important, it’s that last impression that makes a lasting impression. When that staff member came over with the shopping bag, he put a red carpet button on an already perfect experience and turned Allen into a raving fan! You can make a positive last impression with something as simple as a smile, a warm goodbye and an invitation to come back. Remember, you want to roll out the red carpet from beginning to end!
As you go about your day today, focus on making great last impressions on your customers. Find ways to put a “red carpet button” on an already wonderful experience.
Think about what might surprise and delight your customer. What could you offer them?
Notice what might make your customer’s life a bit easier.
Keep a stash of thank you gifts that can add that Wow Factor to the experience.
Always seal the interaction with a smile and invite them back.
When you are kind to others, they are often kind back. Have you noticed it often makes your day when you make someone else’s day?
Comment below and let me know what you do to add the Wow Factor to your customer service.
Donna Cutting, CSP is the Founder & CEO of Red-Carpet Learning Systems, Inc. This story was first published in her book 501 Ways to Roll Out the Red Carpet for Your Customers. Follow Donna on Twitter at @donnacutting and Subscribe to our YouTube channel for more customer service tips.