When's The Last Time You Were Wowed?

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When's The Last Time You Were Wowed?

Encourager-In-Chief: July 1st, 2020

How to wow your customers.

Today, we live in a very apathetic society. If the service isn’t terrible, we’ll probably return to the same business. But is that good enough for you? When was the last time you were wowed? Granted, it doesn’t happen every day, but there are those rare occasions when we are surprised by somebody’s great act of legendary customer service.

While serving at a Red Lobster restaurant, Josh Packer was taking care of a husband, a wife, and their son. After dinner, the little boy wanted some ice cream but, unfortunately, the restaurant had run out. Even though the family was at the end of their meal and would soon be leaving the restaurant, Josh decided to take matters into his own hands. He walked across the parking lot to a nearby McDonald’s restaurant and bought the boy an ice cream sundae. Do you think that family will ever forget Josh Packer? By the way, Josh now runs his own restaurant.

One day while I was trying out a new drycleaner, I went in and picked up my first order. When I got inside, the young lady behind the counter had already my clean shirts on a hook next to the cash register and she was ringing me up. I asked how she knew what order to get. She said she remembered my name and looked up my order in their system. Keep in mind, this was only the second time I’d ever been in the store and this was a frontline employee who I suspect was earning minimum wage at the time.

One of my clients mentioned that he was going out of town for a business trip early Monday morning. I was so pleased when he told me that the lady from whom I had recommended he get his business cards made a trip to Harrisburg on Sunday to drop off his cards so he would have them for his business trip.

These special, unforgettable examples of legendary customer service occur when we go out of our way to demonstrate that we are paying attention to our customers’ needs and are willing to go above and beyond to serve them. They’re not hard to do. They’re just not done that frequently, but it doesn’t mean we can’t be the ones our customers are remembering the next time someone asks them, “When’s the last time you were wowed?”

When you demonstrate that it’s more important to you that your customers have a great experience with you than it is to them, they will say, “Wow!”
- Dave Romeo

This excerpt is taken from the Legendary Customer Service III: How to Wow! seminar. I encourage you to register for this seminar to be presented on July 16, 2020 at the Comfort Suites in Manheim, PA and which covers this matter in greater detail.

Legendary Customer Service III: How To Wow!


You can also view this video at Dave Romeo Online University or order my latest book, How To Wow!

How to Wow!


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