No matter what you are selling, the one thing that the customer/client/patient will take away from the experience is how they were treated. If you leave a positive impression, you will be rewarded. If you leave a negative one, you will be crucified. You will be talked about in person or on-line. They will refer others or send them away. Bottom line, they will come back or they won’t. They will spend their hard earned dollars with you or take their money and those they talk to in person or on the Internet, somewhere else.
A “WOW” experience exerts a powerful influence on how people think, feel, decide, and act. Why? Because humans are designed from the mental model of the experiencer, not the mental model of the provider. WOW experiences create a high level of commitment, energy, and “word of mouth” by improving peoples’ lives in some way. It changes how people feel and is designed from a deep understanding of what people desire. People don’t buy products or services; they buy desired states of experience and emotion. What emotional outcomes should the experience generate?
I have a colleague who allocates 100% of the training budget at her business to "Moment of Truth" preparedness. It's all about turning a potential complaint or conflict into a "WOW" moment. The real AHA is that the training has changed the culture of her business which now fuels itself and her top line sales (which are also at the top of the chain).
Brainstorm with your teams. What could turn a complaint into a WOW moment? What could be done to WOW the customer/client/patient from the beginning, thereby preventing the complaint from happening the moment they call, walk in the door or find you on the Internet?
The old adage holds true. It costs nothing to be nice.