THE WOW EXPERIENCE

It's not enough to achieve some or even most of our customers' expectations-our objective is to meet them all. Yet, this can be quite a challenge during peak times when the counter witnesses queues, the phone keeps ringing and you are short staffed.

Customers are just like us! They like dealing with people who are pleasant and smiling. Those on our team who appear to enjoy their jobs and who make customers want to deal with them achieve greater success. If everyone pitches in to do the work of others, never mind the job limitations or the fact that it doesn't match the job description, the organization can benefit as a whole, for whatever the job nature is, we are selling the image of the Ramee Group every time we are in touch with a customer.

This is a real life incident which I experienced. After checking out of a 5 star hotel, I experienced a nasty surprise. The housekeeper, apparently a very busy person, curtly told me that he has his hands full with doing up of the rooms, and I would have to wait a good ten minutes for the bellboy. Not wanting to wait, I hauled the luggage down myself. It would not have taken the housekeeper more than a couple of minutes to create a WOW experience, but the job description in his mind, was compartmentalized. The whole experience let a bitter taste behind. Maybe the training environment in that particular hotel was missing.
Consider why you select the suppliers with whom you do business. Why do you go to one bank versus another? Why do you have your car serviced by one dealer versus another who may be closer to you? Why do you prefer a certain restaurant? Why do you select a particular dentist or doctor or favorite retailer? Chances are your selection criteria parallel that of your customers. You probably like the people or know you can depend on their thorough service. Or, perhaps you enjoy the fact they recognize you and remember your name and make you feel important, or you consider them to be professionals who know their business, understand your needs and take care of them. But the fact is, a WOW experience is created making you want to go back again. There's no secret to what keeps customers coming back for more, contributing to the growth and profitability of the company.

Here are three questions that our people can ask themselves to create the WOW experience for our guests:
· What's something new and innovative I can do today?
· What is the relative advantage for the consumer of this idea?
· Is this idea relatively simple and duplicable by others?

Starting now, let each one of us become the self appointed custodian of the WOW factor and create
a series of WOWS for our guests!