The wow factor. Most have heard of it. Many, even, have written about it.
Walt Disney perfected it, and made it “business as usual”, while others are still trying to comprehend how to do it consistently.
So how is it instilled in every employee of an organization? That’s the vision isn’t it? That all your employees, at every level, embrace the consistent, surprising and delighting, of all your customers.
And by the way, I’ve always said, “Consistency is the hallmark of Quality Service”.
Anyway, back to my original point. I’m checking my gate number on the monitor and hear, “Over here”!
Michele, the TSA hostess, calls me over to the expert traveler line. There is no line. Sweet! And I find myself smack on the receiving end of the wow factor – small, seemingly insignificant moments when an employee does something nice for a Customer.
I’ve never been invited through the expert traveller line. She told me I could come back the next time I fly.
Thank you Michele. See you next week.
Carpe diem, jungle jeff 🙂