Last Friday I had the great pleasure of delivering 2 half day workshops to a wonderful new client, Silverstein Properties. Silverstein Properties is a full-service real estate development, investment and management firm based in New York. I fell in love with this client from our first conference call. My main contact, Andrew, has a real spirit of service. He arranged interviews for me with key managers so that I could truly get to know the Silverstein culture, goals and challenges. He meticulously worked behind the scenes on so many levels to help me be great.
During my stay in New York City, Silverstein gave me super impressive accommodations in a corporate apartment. The apartment deco was just amazing and it felt like home away from home. I stayed at the corporate apartment the night before my workshops. During a break during the morning workshop, the head of Corporate Housing, Katrina, asked me how my stay had been. I told her how much I loved the apartment layout, interior design, amenities, concierge and location. Katrina asked a few follow-up questions to ensure that my expectations had been met and exceeded. There was one little problem I experienced. I couldn’t get wifi. I was hesitant to tell Katrina, because everything else was so amazing and I didn’t want to “complain” about this one little thing.
The first WOW. Katrina could tell I had something to share.
Katrina picked up on my body language or hesitation and probed politely, until finally, I told her about the wifi issue. She apologized genuinely and assured me she’d have the wifi taken care of before I got back to my apartment. Her response made me fee good about giving her the feedback.
The second WOW. My problem was fixed at lightening speed.
I finished the first workshop, enjoyed lunch with the participants and setup for the second workshop. Right at at the start of the second workshop, a lady, Sarah, walked in, introduced herself and told me that she had just left my apartment and fixed the wifi. Apparently a cable had been unplugged from the modem. My reaction was “WOW!” Talk about responsive!
The third WOW. Wine and Chocolate.
Then, get this, I get back to my corporate apartment and a bottle of wine and a basket of goodies await me, along with a note from the corporate apartment staff. If Silverstein treats its tenants this way, and I’m sure they do, tenants will never want to leave their properties!
How might you deliver a Beyond WOW recovery to a customer who has experienced a problem? Solving the problem is great, but can you go one better? How about going for the Beyond WOW effect like Silverstein. I know you can. Now, go for it!
Beyond WOW Book
The explosive ideas in this book will help you go beyond the WOW experience to build, repair, and grow customer relationships.
by Myra Golden and Dr. Jeffrey Magee
“From the first page I was taken in!”
“Beyond WOW is a powerful tool for those of us who work with customers on a day-to-day basis.
“I refer to your book when I need to re-motivate myself.”
Completely restore customer confidence and regain goodwill after any service failure
Learn how to launch relationship marketing campaigns to strengthen loyalty with your current customers
Get your customers back from the competition with our powerful win back strategies
Discover why you need to forget customer satisfaction and strive for customer loyalty
Deploy more than 50 growth and retention tactics today
How to create a customer recovery plan
Converting ballistic customers into advocates
Customer winback strategies – the step-by-step process
Take a look inside:
Get your copy of Beyond WOW for $29.95. Buy now.
Or get Beyond WOW instantly in eBook format for just $20!