One of the things I’ve always been committed to is giving my clients the best service and experience that I possibly can.
My thought is this:
If I can let people have a “WOW Experience”, it will endear them to me. But beyond that, it will compel them to tell other people about the experience.
And if you deliver this “WOW Experience” in spades, it will have a HUGE impact on your business.
The good news is that very few of your competitors concentrate on delivering this kind of experience for their customers.
Instead, they focus the majority of their efforts trying to get more new business.
Yet once they’ve secured that new business, they spend little time or effort in giving that new customer a positive experience that they’ll remember.
Here’s a perfect example.
I recently went on a business trip to Phoenix. Since my wife Lisa is originally from that area, she and the kids sometimes go with me when my travels take me to Arizona.
When traveling by myself, I never rent a car, because it’s easier (and faster) for me to simply catch a ride from the airport.
But, when Lisa and the kids are along for the trip, I always rent a car, so that while I’m in meetings, they can get around town to visit family and friends.
We usually rent from Enterprise, but for whatever reason, on this trip, we decided to rent from a different company, who’s name I won’t reveal (in order to protect the guilty).
I’d reserved the care for 2pm, thinking that would be plenty of time for us to get from the airport, over to the car rental center, and do all the necessary paperwork.
But… once we arrived at the rental counter, due to inept employees, I stood in line (along with Lisa and the kids) for almost an hour.
Meanwhile, the folks at the competitor’s counter right next door are being shuttled through at lightning speed.
The car we reserved wasn’t available, but they said they had one due back in at any moment.
To make matters worse, they insisted that I be added as a driver on the car (even though I wouldn’t drive it at all) because I was the one paying for the rental.
This added an extra $48.00 to our 6-day rental fee.
The $48.00 wasn’t really a big deal to me, but for crying out loud, when you don’t have the rental car ready at the available time, you shouldn’t come back and say, “Hey, we messed up, and to top things off, we’re going to charge you more money too”.
Instead, they should have been making some kind of concessions for us, in order to make up for the error.
After finally getting the paperwork handled, they sent us out to the parking garage to wait for our car.
As the clock approached 3pm, and the kids became increasingly cranky due to the heat, I asked the garage attendant how much longer we’d have to wait.
Her response, and I quote, “I’m sorry Mr. Thompson, but sometimes stuff happens. Your car should be here soon”.
I was shocked by her response. But she was right, the car showed up a few minutes later, and the bad experience finally came to an end.
Needless to say, we won’t be renting from that company again… EVER.
Now, that experience was a far cry from the online experience I recently had while trying to purchase a shelf for our refrigerator, because my 3-year old son Brock accidentally broke the original one.
As soon as I got on the website and started my search for the shelf I needed, a live chat window popped up, and an employee named Jeremy was asking me if he can help.
Notice how he turns up at EXACTLY the right time, within seconds of me starting my search.
And let me tell you, I sure am glad he showed up, because in the back of my head, I’m thinking to myself, “I sure do hope I order the right part”.
My guess is that most people have this same concern, and the people who run this website know that.
That’s why they’ve got Jeremy… to make sure you get the right part.
Jeremy was quite adept at helping people like me find the exact part we need. Once I told him the model number, he provided me a link to the model of my fridge.
At first I thought this was the wrong schematic, but Jeremy politely set me straight.
Then, once we confirmed the part I needed, he sent me a convenient link so I could make the purchase.
Talk about an incredible experience!
I actually ordered this door shelf the evening before we left for Phoenix (in the first experience I shared with you), and when I arrived home, the part was waiting on us.
I don’t know about you, but in our household, we use every bit of the space in our refrigerator. So missing a door shelf would certainly be an inconvenience.
But, because Jeremy helped me out, it took only a few minutes of my time (who knows how long it would’ve taken if I’d been left to my own), and we were barely inconvenienced at all.
And now, here I am raving to everyone about the experience I had at ApplianceZone.com.
The truth is, it’s not hard to give your clients and customers a “WOW Experience”.
It’s almost as easy to WOW them, as it is to irritate them, yet the benefits of WOWing them can be huge.
Always think of ways to exceed the expectations of people who do business with you, and you’ll never go wrong.[Ed. Note: Kevin Thompson’s mission is to introduce one million entrepreneurs to the concept of having their own lifestyle-business… so they can get paid more than they ever imagined… for doing what they love… while having a business that fits in with, and funds the kind of lifestyle they truly want to have. Get more of his unique insight and advice here http://www.AutomaticIncomeCoach.com]