Diary of a CEO - Part 6: Would Your Cable Guy Buy You Dinner?
My Search for How to Truly “WOW” Our Clients
Part 6: Would Your Cable Guy Buy You Dinner?
Thanks for joining me. Once again, I’m Omar Soliman, Founder and CEO of College Hunks Hauling Junk and College Hunks Moving. Over the past six weeks, I’ve been sharing my personal thoughts on “WOW,” even showing you what “WOW’s” me (if you haven’t yet, scroll down and check out my son’s first word).
This week, I’m going to break down the difference between two types of “WOW,” both of which were exemplified by one of our HUNKs who truly gets it.
A Tale of Two “WOWs”
1. The basic “WOW” – This is the type of “WOW” that blows a client’s mind. Here’s what I mean: Last week, Tampa Franchise Manager Ignacio Torano helped a family move into a new home. It was a pretty standard, local move. Unfortunately, the client works nights (always a tough shift to tackle, no matter what kind of work you do). Because of the move, the client wasn’t going to have time to cook dinner before work.
Let’s stop right here. Think about all of your service providers. What would your cable guy, for example, do at this point? Maybe tell you he’s sorry to hear about your problem? Maybe nothing at all?
Here’s what our HUNK did:
Ignacio felt bad for the client. But, he didn’t just offer a pat on the back and a “sorry for your luck.” No, Ignacio thought for a second, “What would “WOW” this client? What would surprise and delight? Better yet, what’s the ‘right thing to do’ in this situation.”
Then, the answer became clear. Ignacio bought the client’s family dinner, takeout from a local restaurant.
Would your cable guy EVER buy your family dinner?
The point is, if a service provider takes two seconds to think, the “WOW” opportunity becomes obvious.
2. The Advanced “WOW” or “WOW” lifestyle. This is the type of “WOW” that moves the world.
A couple days after the dinner “WOW”, out of nowhere I got a phone call from a friend of mine. “I think I just saw Ignacio chasing down a balloon in the supermarket parking lot.”
“What?” I thought. Laughing, I said, “Yeah, that sounds like Ignacio.”
He was at it again.
I found out that, on a particularly windy day in Tampa, Ignacio was at the supermarket and a little kid lost hold of a balloon. The balloon was making a break for it. From a distance, Ignacio saw what was happening and sprang into action.
As the wind whipped the balloon all over the parking lot, Ignacio zigged and zagged and finally chased it down and grabbed it, returning it to the child.
This is an example of what happens when you’ve practiced the basic “WOWs” for clients for so long that you don’t need to think anymore, you just react and make “WOW” moments a common, daily part of your life.
Here’s my point: When you do the right thing by “WOWing”, you delight clients. When you make “WOWing” a habit, you delight the world, regardless of your occupation. You move the world around you and make it a better place in turn.
When I heard about the child who lost the balloon, I naturally thought about my son, Chase. What if he had been the child in that situation, or any other scenario where he needs help and I’m not around? My worries quickly subsided when I realized that, as long as people like Ignacio are out there, living the “WOW” lifestyle, Chase will be just fine.
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