Super positive experiences with most businesses may be rare indeed, but they are a way of life for the companies that have it right. Customer service is not a department. It is an attitude. It is a culture. It is a collective way of seeing the world. “Wowing” customers is not the exception. It is the rule. Exceeding expectations is not a surprise. It is planned and executed with diligence, ease and grace.
Take Disney, for example. Imagine you are standing in line waiting for a ride in one of the parks. You notice a sign that indicates you will be in line for 35 minutes. Is this a guess? Is this like listening to an airline attendant telling you the plane you are waiting for is scheduled to leave on time in ten minutes when there is no plane at the gate? Disney not only knows how long you will wait, but they pad it by a few minutes so you “think you made good time” when you get on the ride in 33 minutes. Instead of being disappointed or simply satisfied, you feel good.
If you are serious about “wowing” your customers and growing your business through genuine best practices, The How of Wow! is for you. Some of the secrets revealed in this book may surprise you. After all, if everyone knew these secrets and everyone applied them, they wouldn’t be secrets.