Category Archives: Nuances That WOW

The WOW is not always in big actions but in many small details (nuances) of the big actions that add up to WOW experiences.

Walgreens Pharmacy’s Proactive Customer Service is a WOW

Customer Service is all about making our customers’ lives better… and one way to WOW them is to be proactive in our quest to serve them at the highest levels. Take, for example, the following simple nuance of customer service often overlooked by many … Continue reading

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The Nuances of Customer Service Bring You From Very Good to WOW!

My family just got back from a short “stay-cation” (where we took a few days off, visited popular local attractions, dined out and stayed at a local resort here in the Orlando area). The resort was very good, but a few … Continue reading

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You’ve Mastered Active Listening… Now Practice Flexible Listening

Active listening is one of the best techniques we can use to communicate well with others and avoid misunderstandings. The principles of active listening include the following: 1.  Truly pay attention to the speaker. Don’t let your mind or attention … Continue reading

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Higher Engagement = Consistency = Better Customer Service

My good friend and fellow speaker, Bruce Wilkinson, speaks about the fact that there are two locations of the same fast-food franchise near his home. He consistently goes to one location, while avoiding the other. Why? They both serve the … Continue reading

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Want to give WOW Service? Don’t Make Customers Work for It!

I went out for lunch one day and saw a menu item I liked that contained three different types of salads. I loved two of them, but wasn’t crazy about the third and asked the server if I could substitute … Continue reading

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Want Higher Employee Engagement? Use the WOWplace Rules Success Model!

Many organizations want to create WOW experiences. But if you attract customers and employees with big, flashy WOWs (cool products and services, fun ways of using them), don’t forget to also get the basics right – customer service, high employee engagement, taking ownership … Continue reading

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Never Under-Estimate the Power of Compassion and Humanity

My Marketing Director, Cindi’s, story below reminds us that, even if we can’t grant another person’s request, we can still behave in a kind and compassionate manner when doing our jobs, and remember that we’re all human and that sometimes a … Continue reading

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Great Tips for Supervisors – or Anyone!

I recently found a great article containing many valuable tips for supervisors and managers (but applicable to anyone) from the Purdue University EAP (Employee Assistance Program). Included are tips for identifying, assisting and supporting troubled and/or grieving employees; evaluating employee performance; and … Continue reading

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If You Want to WOW Customers, Change the Conversation

My husband Bruce and I once visited a Toyota dealership to buy a car. The salesman greeted us and immediately brought us to a glass case containing five trophies. They were President’s awards given only to dealerships where all salespeople … Continue reading

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5 Tips for More Positive Communications

“You still haven’t registered as a vendor in our system.” The representative’s very first words to me oozed with disdain and disrespect. “I went to the link I was given and filled out all the information. I even got a confirmation … Continue reading

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