At Mavidea, we’re big into reading books. At any given time, the management team here is reading and discussing a book about how to improve the services we deliver to our clients. (It’s not always great, as they sometimes get crazy ideas in their heads that the staff has to implement, but that’s why they pay us, I suppose.) Recently, they read a Jeffrey Gitomer book entitled Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know. (It puts me in mind of the commercials for BloomingtonHelpWanted.com — “long name… amazing results.”) I haven’t yet read the book myself, but I have been treated to several synopses by those who did. In a nutshell, the book is about understanding that satisfying a client is not enough. Anyone can be satisfied with a product or service. What you really want is for customers to be WOWed. This turns a happy/satisfied customer into an evangelist for your business. (And we all know that there’s no better marketing than word of mouth.) At Mavidea, we strive to do that every single chance we get. But, it’s always nice to see other businesses doing it as well. Recently, I saw it in action:
One of our technicians, Brian, is a very funny fellow. You can always count on him to reply to a company-wide e-mail with something quite amusing. This day was no exception. He sent in his request for lunch (we ordered from Chipotle) like this:
(I told you he was funny. His follow-up e-mail was, “All that, plus extra love for only $5.95? What a deal!”) Now, we were all amused when he sent that around. But, what really amazed me was that when his lunch arrived, he found this in his bag:
In case you can’t tell from the picture, that’s “extra love.” The idea that an employee at Chipotle would take the time, during the lunch rush, to ensure that Brian’s order contained “extra love” is amazing to me. And, as Gitomer’s book title says, here I am telling everyone about it. So, my question to you is… what has your business done today to WOW a client?
