I don’t know if it’s my years working in the hospitality business or just my nature, but I love when I do business with an organization and something they do makes me say “Wow!”. When that happens, I can’t help but tell people about it.
Shortly after I moved to St. Louis, I found myself in need of a dry cleaner. So, I did what any newbie does. I looked for the place close to work. Found it! It’s a small little place in a small little strip mall. Bal Couer Cleaners. They did a good enough job on my cleaning, and it’s convenient. Some time later, I went returned with another bundle of clothes. The very nice person there took inventory of my clothes and dutifully filled out my slip. When she went to write my name up, she didn’t ask. She filled it out herself. Wow! Now she might just be one of those people who has a memory like a steel trap, but even so, I love that she remembered me.
Last year, I had a problem booking rooms at Red Rock Casino, but their social media person jumped on it faster than I could type out my quandary. One of their execs personally took care of my problem in less than an hour. Then when I made my visit, they treated my parents like VIPs. I tell that story to everyone.
Just last week we took a co-worker, Elissa, out for her birthday lunch….to Hooters. I know. I know. Why would we go to Hooters for a celebration much less a female co-worker’s celebration? Well, you see, it’s Wing Wednesday or some such promotion and the guys in the group never miss it. We don’t mind it. So, why not? As most co-workers do, we look for any opportunity to make spectacles of each other, and birthdays are the perfect occasion. We let it slip that it was her birthday. OK. Maybe, it was me who let it “slip”. She looked at me with that wait-until-it’s-your-birthday look. At some point during our meal, the server brought over a single balloon with the words “Happy Birthday” written on it. Wow! It was actually a very sweet thing. Not too embarrassing, except for the fact that my co-worker now had this balloon tied to her wrist. Shortly after, another server brought another balloon to the table. Tied it to Elissa’s wrist. Now there were two balloons. Then another and another. It was at this point that Elissa asked just how many servers were working. All told she ended up with five balloons tied to her wrist. Wow! That literally cost them pennies and they created a unique and memorable experience.
It made me wonder what we could do for pennies to create Wow moments with our guests.
What are you doing?