I found another organization dedicated to creating the WOW Factor in customer service.
That’s what the incredible team of Cherish Yourself Spa and Wellness Center strive to deliver to their members and guests. An experience that is Beyond Awesome! The WOW Factor in Customer Service.
A few months ago, I received an email from Cherish Yourself Co-Founder and CEO, John Walker. He kindly mentioned that he and his team had read my book, “The Celebrity Experience: Insider Secrets to Delivering Red Carpet Customer Service,” and were about to read “501 Ways to Roll Out the Red Carpet for Your Customers” as they prepared to open their new wellness center.
A few weeks later, he emailed me again to let me know they were holding their Grand Opening and that they wanted to treat me to an experience that was inspired by my book. “What an honor,” I thought. I had no idea!!
Earlier this week I visited Cherish Yourself in Raleigh, North Carolina. As I drove up to the building, I found my parking spot. It was marked with a special sign that read “Welcome Queen Donna!” Oh, this was special already! Queen Donna? I’ll take it.
John greeted me outside and as he opened the door, I was greeted by the entire team – who were lining a red carpet and applauding!
Talk about the Wow Factor in Customer Service!
I walked the carpet, greeting each person, and was dressed in a beautiful, comfy robe, handed a bouquet of roses and….well….let’s just say a tiara was involved! They offered me a seat at the end of the carpet (a Throne?) and John read a proclamation which informed me that I was the Queen for a Day!!
Let me stop here for a moment and invite you to think about the services you offer. What if you took one of those services or touch-points and asked yourself – “how could we take this experience to a whole other level to make our customers feel significant and special? How could we create the WOW-Factor in customer service?” Or, in the words of the staff at Cherish Yourself, “what would make this customer experience BEYOND Awesome?”
This is what the staff of Cherish Yourself asked themselves when they came up with their Queen for a Day package. In fact, it’s how they look at all the experiences they create for their members and guests.
In my case, I was brought to a beautiful quiet room designed to give me time to unwind and relax before and after my treatments. I learned their would only be one Queen every day- because, well, there can only be ONE Queen! The lucky woman (in this case, me) is treated to strawberries or sparkling wine. Since I don’t drink alcoholic beverages, I was served a beautiful glass of lemon water in a goblet that read “Queen of the Day!” (An idea that came from Kevin, one of the center managers.) Fresh strawberries were for snacking on and my seat (throne?) was reserved with a special sign.
Soon, my personal concierge, Bethany introduced me to Yolanda and I was taken to a massage room. Yolanda, who is INCREDIBLY gifted, had surprises in store including my first hot stone massage (BEYOND Awesome!!!) and a salt scrub. Heavenly!
I glided back to the quiet room and was served a delicious healthy lunch, topped off with chocolate. Then Lauren (my 2nd shift concierge) introduced me to Candace, who is a master of the WOW Factor in customer service. Technically, I was with her for a facial, which was phenomenal enough. However, she really gave me a second massage. Completely unexpected and well…..aaaaaahhhh!
The day was topped off with a special gift bag and fond farewells from the team. They even took care of wrapping it all up for me and helping me to my car. Beyond Awesome from start to finish.
The staff at Cherish Yourself took a couple of simple treatments and turned them into a phenomenal experience that their “Queens” will surely rave about. They certainly created a devoted and raving fan in me.
Here’s my challenge to you:
Take one of your services or touch-points and work with your team to kick it up a few notches. Think about all the little touches the team at Cherish Yourself added to add the WOW Factor to their customer service, and ask yourselves what small additions would up level your customer’s experience.
It’s the little things that turn an ordinary experience into an extraordinary encounter.