When was the last time you WOWed someone?
Posted by Erika Flora at 6/16/2009 2:05 PM 
Categories: networking,communication
Tags: wow giving customer service above and beyond selflessness
Categories: networking,communication
Tags: wow giving customer service above and beyond selflessness
At the recommendation of a friend, I recently read Jeffrey Gitomer's, "Little Black Book of Connections". Though not my favorite of the networking books out there, there are some good pearls of wisdom contained within. In chapter 6, Jeffrey talks about the importance of "wowing" others to make a lasting impression. He writes:When's the last time somebody said "WOW!" to you about something you did for them, or someone else? Have you ever had "WOW" done to you? If you have, you'll never forget it.
I will never forget the day I checked into the Burbanl Hilton Hotel and found that the staff, instead of giving the traditional fruit basket, had called my office, found out I collected sports memorabilia, and placed a baseball in my room - autographed by thirty plus members of the hotel staff.
When will I throw that ball away? Answer: Never. Who will I show that ball to? Answer: Everybody. What did I say when I got that ball? I said, "WOW!" And I continue to say "WOW!" every time I retell the story.
WOWing others definitely helps you differentiate yourself in business, in your career, and in your personal life. What have you done lately to WOW a customer, colleague, or friend?
Erika, because this Gitomer example was also enthusiastically discussed in http://www.techslog.com/archives/2006/10/when_was_your_last_wow.html, I'm wondering what I'm missing here, because I just don't get it on this one.
I think my reaction to a present like that from anyone but a close friend would be wariness and a feeling that "Wow!" there must be a lot of room for cost-cutting in that operation. Why did that present instead turn Gitomer into a fan of the hotel?
I'm not saying Gitomer is wrong, just that I really don't get his reaction. Am I just an outlier, and most other people would respond positively to this tactic?
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This example may not ring true with everyone. What I got out of his story was the importance of standing out in people's minds by doing something thoughtful for others. It doesn't have to be anything expensive or labor intensive, just unique. Let me give you an example. I worked with a consultant one time that (for no special reason) gave me a copy of his favorite book, Project50 by Tom Peters. It wasn't a huge expense, maybe $5. I read and loved this book and now pass it on to my friends and clients. It's something thoughtful that surprises people and, as a result, builds trust and loyalty.
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