No matter the transaction, the service, or the product – when you leave the customer asking “How did they do that???” – you win.
Zappos calls this “wowing” your customer. Wow is now a verb.
You win because astonishment is sharable. We can’t keep astonishing things to ourselves. So we share how you “wow’d” us and the people who hear the story come to you at some point to see it for themselves.
Secondly, you win because they come back for another wow at some point. AND, Sale #2 is a much easier credit card swipe for them than sale #1. “Swipe. Now wow me again, please.”
Examples of leaving the customer asking how….
- The amazingly rolled sushi roll.
- The perfectly done hairdo.
- The custom fitted suit.
- The perfectly played song set.
- The 10 minute oil change.
- The 3 day shipping arriving the next day.
- Etc.
The problem here is if they can find out how you do what you do they may:
A) Find a way to do it themselves.
B) Go find someone, not you, to do it cheaper.
This is highly unlikely if your wow is off the charts though.
In summary, just to be safe, don’t let your “wow” cat out of the box.
PS – Here’s a secret. Loving your neighbor (customer) like yourself wow’s 99.9% of the time. I’m not asking you to reinvent the wheel. I’m simply asking you be human.
#LTMP
Ashton.Gustafson 