Delivering WOW Service

Tom Peters said it best in his book In Search of Excellence: “The best kept secret in the global economy is this: When your service is awesome, you get so stinking rich that you have to keep buying new bags to carry all the money home.”

Notice he didn’t say that your service should be good, or great, or mediocre. Or that your customers should be satisfied. He said, “When your service is AWESOME.” The kind of service that makes people sit up and take notice. The kind of service that makes people talk about you.

Look at the businesses and companies that have achieved truly great things. Businesses like Disneyland, McDonald’s and Virgin have made big names for themselves by delivering the type of service that qualifies as awesome.

That’s easy for them, you say? Well, it’s easy for you too.

Many small businesses have carved a niche for themselves by delivering more than expected to their customers and delighting them in the process.

Notice again I didn’t say “satisfy them” - I said “delight”. Why? Because delighted customers talk. Oftentimes about your business.

If you doubt the value of delivering awesome service, think about how much business is obtained through word of mouth. Many business owners, when asked where their business comes from, answer with “word of mouth.” If that’s the case, how can you capitalize on that to get more people referring business to you?

The easiest way, by far, is to impress your customers so much that they become advocates for you.

The way to do this? Give them WOW service!

Service that gets your business talked about. It’s a way to create absolutely free publicity for you—and the good news is that it doesn’t cost you a penny more to give ‘WOW’ service than it costs to give ‘satisfactory’ service.

CPAs whi are members of the Principa Alliance are not your average advisory firms. Far from it. They do so much more than just “keep the score.” These firms will work with businesses to identify areas in the business that are not realizing their full potential and help improve them to build a stronger and more profitable future. A firm’s membership in the Principa Alliance means that customers have access to the collective knowledge and expertise of an international network made up of hundreds of professionals who specialize in consulting to small and medium-sized businesses by providing services such as the Team Advisory Board (TAB). Everyday team members are on the front line of customer service. The TAB workshop is a facilitated interactive session designed to tap into a team’s collective experience and develop a business strategy to create WOW service.