In this short video found on BusinessWeek, Joseph Michelli, best-selling author (“The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary; The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company”), focuses on the idea of “Wowing Customers” and how these instances can and should be incorporated into your business to create a wowing service oriented culture.
A Wow moment is something that goes beyond the basic service platform set forth by a company. At the Ritz Carlton, a manager describes how when a guest is going to a Broadway show, they will have the show’s music playing in the room upon the guest return. This is opposed to generally expected service standards such as name usage and basic greetings.
Steps to Take For Fostering These Wow Moments:
-Collect Wow moments created by staff members providing such exceptional customer service experiences.
-Acknowledge these staff members regularly, thus creating role models for other staff.
-Share these experiences widely in order to set the bar high for everyone.
-Encourage conversations amongst staff members in how they can not only meet the needs of the customers, but exceed them.
-Through such acknowledgement and praise, you will elevate the very idea of service, from that of servitude, to something that staff members can take a sense of pride in.