Last week I flew into BWI airport the day before a snowstorm that shut down Washington D.C.
Upon getting my rental car, the operations manager greeted me warmly because I am there monthly.
I asked who I should call or how to handle the situation if I needed to leave a day later due to the weather.
He said if I needed an additional day there would be no charge since I am in there all the time. He introduced himself and said if I had any trouble upon returning the car that the people on duty should call him.
Wow! I was not only appreciative, I was amazed. Willy created an exceptional customer service experience that surprised and delighted me. In addition to a complimentary day, he removed stress from an already unpredictable situation. I also told several people about his generosity.
His actions caused me to think about how to create stand out moments in relationships and with customers.
- What creates loyalty?
- What specific actions can you take to generate memorable experiences for your clients or loved ones?
- What are the benefits associated with those actions?
Creating wow experiences is a powerful way to drive business!