Prepare To Be Blown Away By The Wow Factor

Are you prepared to be blown away by the Wow Factor? Are you blowing away your customers with the products and services you deliver? Do you think that you could do better with your customer service? Questions like these are not always the easiest to face when you are in the customer service business; and here’s a little secret: we’re all in the customer service business.
Some people call the wow factor under promising and over delivering, but who wants to be under promised? Are you willing to give someone your business if their promises underwhelm you? Probably not. So the under promise part should be avoided. Promise the customer exactly what they are asking for. Be very specific in getting them to define what they want. Then when it is time to give them what they asked for blow them away with the wow factor. Over deliver in a major way.
Here’s an example. If you are in the lawn care business make sure you deliver everything the customer asks for. That might be fertilizing at the appropriate time and mowing their lawn before it starts to look even slightly overgrown, but then the wow factor might be occasionally trimming up some hedges or cleaning up some debris on the property. This sort of thing is called customer experience management and is extremely powerful.
You don’t need to wow someone every time you perform a service for them, but if you knock their socks off the first time you do work for them and then every once in a while repeating that, they will notice and truly appreciate that you know how to wow them.
In the ghostwriting business that might mean delivering an extra article every fourth time you are sending a bundle of articles to a customer. Or maybe you might choose to deliver a few 500 word articles when the minimum word count was 350. Either way the customer is going to look at you and your business and be likely to a) continue to do business and b) spread the word about your work ethic.
This can and does work in any sort of business. A used car lot may add a full tank of gas to a vehicle before it heads off the lot. That is not a small gesture as gas approaches four dollars a gallon in some parts of the country. A web site designer might throw in extra graphic design or a free header to a regular customer.
If business has been slow for you, or you are a new business you should definitely consider adding the wow factor to your business plan. It can mean the difference between a one-time customer and repeat business. The wow factor is a word-of-mouth advertising campaign waiting to happen, so make it happen.