Every day, I strive to “wow” customers and I expect my team to do the same. I managed to “wow” a customer this morning and it wasn’t even much of a challenge this time. It just took some extra effort and good judgement. I have the good fortune of owning my own business so I can make quick decisions that benefit customers. My colleagues are empowered to make similar decisions which is essential in every organization or customers will hear employees quoting policies and procedures, such as “our normal production schedule is…”
A nice lady came in and needed about a dozen engraved plates she plans to apply to a centerpiece for an event at the end of this week. Each plate is identical. I could tell she was trying to envision how the final product would look so I cut a piece of scrap material to provide a concept. Shortly thereafter, I offered to engrave an actual piece. This is how the “wow” evolved. We ended up engraving two actual samples which helped her to take pictures, text the images and make a decision with the help of her boss who was viewing the images remotely.
Upon approving the final layout, I asked if she would like to hang out in our showroom for about twenty minutes while we completed her order instead of having to make a special trip back to our store two days later.
A few things made this possible. Our production schedule is a little slow at the moment and our machines were quiet when she came in. I was able to communicate with my engraver and ask that she hold off on starting another job while explaining what I was intending to do for this customer. My customer had some flexibility, did not need to place her order and run out the door for another appointment and recognized the few extra minutes in our showroom would save significant time later. And I was willing to invest in a relationship instead of rushing through the process of taking an order, which is often the case, and moving on to another task.
Considering that we produce custom engraved and imprinted products, I can make the point that other businesses should find an even easier time to accommodate customers beyond their expectations. And if you know how to exceed the expectations of your customers, then you know how to “wow”.
Chief Recognition Officer, Crown Trophy