Department of Wow

At last week's grow-your-business seminar, Bruce talked about the experience his family had when they scoped out High Point University for their daughter, Chelsea.  Evidently, High Point wasn't on Chelsea's list of schools, but Bruce and his wife wanted her to check it out anyway.  They happened to be in North Carolina visiting other schools, and they decided to swing by High Point. Bruce called up and asked if they could get a tour of the campus.  The person asked when, and Bruce said they'd be there in a couple of hours.

When they pulled into visitors' parking at High Point, there was a sign taped to the visitor parking sign that said, "Special Guest, Chelsea Johnson."

Not bad for having just called two hours ago.

A current student showed them around campus, and the Johnsons were pretty impressed by all that they saw.  Valet parking through campus security so one wouldn't have to walk across campus late at night. Beautiful dorms with kitchens and living rooms, not just the cramped bed with a cabinet overhead and a tiny desk at the foot of the bed.   And all the while, close attention by the staff at High Point.

So, did Chelsea go to High Point?

She certainly did.  Not only did she go (and still attends), but she now works at the Department of Wow.  (That's what they call the department that made all those wonderful things happen.)  For her, the wowness of the process sold the school, not the actual product (and I'm sure the educational product at High Point is superior.  The point is that a lot of schools have a superior educational product.  High Point created something that set it apart).

Bruce told us this story to illustrate the importance of creating wow for your customers and clients throughout the process.  Any time you're involved with a prospect or customer, they should be wowed by the process.  Are there things in the process that create UNwow moments for your customers?  If so, get rid of them.  Are there small changes you can make to create absolute WOW moments?  Then implement them.

All well and good, but what really got me about all this, though, is that there's an actual Department of Wow at High Point.  Every company should have a Department of Wow.  What would your Department of Wow do for your prospects and customers?

Comments

[Donna Cutting]

Great post! Yes, High Point University is breaking ground (literally and figuratively) with the customer service they give their students. While education remains their top priority, there are WOW's everywhere you walk when it comes to service.

You are right - every company should have a Director of WoW! Creating unforgettable WOW moments for your customers will have them buzzing about your red-carpet customer service.