Page 206 - The New Gold Standard

PRINCIPLE 4: DELIVER WOW!

LIVING THE NEW GOLD STANDARD

D Something as simple as a bottle of water can provide a
long-lasting memory . . . if it’s handed to a thirsty person
who isn’t expecting it.

D Wow starts with a commitment to a culture of extraordi-
nary service. Ingenuity brings it to life.
D While it is easy to deliver, a warm welcome is rare enough
to stand out in the minds of customers.

D Continuity of care, active team communication, and per-
sonalized attention drive life-long repeat business from
devoted clients.
D Artful attentiveness, without intrusion, will allow you to
infer the needs of your clients the way devoted parents
can pick up on preferences that surprise and delight
their children.

D The more expediently a problem is resolved, the more
quickly it is forgotten.
D Whether or not a business is responsible for issues and
mistakes, a customer is most likely to remember who
took the initiative to fix them!
D Breakdowns will occur despite the best intentions to
provide flawless service. Empathy, quick attention, and
a willingness to go beyond the resolution will salvage a
bad situation and turn it into a winning outcome.

186