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Tuesday Morning Coffee

Tuesday Morning Coffee

VITAL Question #50

Posted on January 28, 2015 at 12:10 AM

Does Your Company Have a Habit of Creating WOW!?

Many times the completion of a project is more Whew than WOW! We discussed this with 13 CI business owners and they provided some good insight to what creates WOW! for their customers.

#1 – Do you have a “reveal” for the client? Once the work is done and the system is functional, do you go to great lengths to make the initial reveal fun, exciting, dramatic?

Is every final, a celebration or sigh of relief? Do you provide gifts (party baskets) that encourage inviting friends over to see the new system?

#2 – Is everyone who encounters the client tuned to WOW? Do they call ahead when potentially late for an appointment? Do they pre-confirm every visit? Do they acknowledge when key aspects of the job are complete, by text or e-mail?

#3 – Is the first meeting memorable, positive and electrifying with great ideas? Is there a professional presentation of your company and the possibilities?

#4 – Is the phone answered positively and helpfully, every time it rings? Simple things like, “Who am I talking to?”, and, “Have a great day”. When they announce themselves, using Mr. or Mrs./Ms. with their name. Are you diligent about not leaving people on hold… Does your phone ring 5 to 10 times before someone answers… Do you return missed calls?

#5 – Do technicians wear booties on site, dress uniformly, watch their conversations and break behavior? Do your employees act as if their Mother or Grandmother were on site? Do they refrain from complaining about the company or other co-workers?

#6 – How is your unscheduled check-in habit with clients? Calling to schedule a “let’s make sure everything’s right” walk thru 45-90-180 days after, can be a welcomed event by the client.

A clear attitude of WOW! can set your company apart. It goes way beyond technical knowledge, nicely-dressed racks, and a commitment to finish. It is the most important thing the client is buying: THE EXPERIENCE.

If you always Wow! them, there will always be more of them.

Share your ideas that WOW! with us.


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