Wowing the Customer: Actions Speak Louder than Words

Occasionally, when creating a great customer experience a business will have to go above and beyond for its customers. These little WOW moments can easily take a repeat customer and make them loyal, or even take a loyal customer and make them into a brand advocate.

Author and thought-leader Peter Shankman shares an interesting story about this subject. He was about to get on a flight and hadn’t eaten much that day. As a big fan of Morton’s Steakhouse, before his flight took off he jokingly sent them a tweet, asking to be met at his destination airport with a steak. Thinking that was the end of the story he went about his travels. To his surprise and delight, upon arrival at his destination airport a Morton’s Steakhouse employee was waiting for him with not only a steak, but all the side dishes as well. Imagine how that affected his perception of Morton’s.

Of course, an experience like this is too wonderful for Shankman not to share on his social media and it sure did garner a lot of positive attention for Morton’s. But that’s not quite the point. The point is this: He will continue to love Morton’s and this story will be told many times more. In fact, here I am telling his story seven years later.

Are there examples in the auto industry? Certainly. Inspired by this story, I heard about an incident where a conference attendee sitting in a session tweeted out that he could really use a cup of coffee. Well, conference management were listening. They figured out which session the attendee was in, based on other tweets, and took him a cup of coffee – without disturbing the session. What do you think that attendee thought about the conference after that? He was certainly impressed and shared the story via social media – and told it throughout the conference to his peers.

It is important for every business to be ready, listening to customers and finding those WOW opportunities, or they will be perceived as if they don’t care. I’m not saying that you need to do extraordinary things such as delivering steaks. But that act of delivering a simple cup of coffee took minimal effort and accomplished the same effect.

Finding small things to make the customer’s day a little more special can have a huge impact on loyalty without taking a bite out of your bottom line. In the end, it’s not how expensive the gesture is, but simply showing the customer that you heard… and, more importantly, cared. And that’s what will make a difference.

Views: 227

Comment

You need to be a member of DealerELITE.net to add comments!

Join DealerELITE.net

Comment by Tree King on March 1, 2018 at 7:21pm

Excellent story.  Being an active listener is key.  People usually just want to be heard.

Comment by Chris Dimitris on March 1, 2018 at 12:37pm

That was a great story! I wonder how often we fail to seize the opportunity to "wow" the customer...

Latest Activity

Dave Anderson posted a blog post

Face and Fix These Four Excuses

Excuses are common amongst underachievers, and when you're trying to live the game changer life,…See More
7 hours ago
John Sternal posted a blog post

Swapalease Data: Are Crossovers Not in Demand for Leasing?

Crossovers Not Seeing Growth in Leasing?A year ago, roughly 7.4% of drivers polled said they would…See More
11 hours ago
Jim Flint posted a blog post
12 hours ago
Jim Flint's blog post was featured

Google Ads Two Changes for Display

In this video blog, Jim Flint, CEO, and Founder of Local Search Group discusses two changes you…See More
14 hours ago
Simon Hopes posted a blog post

How to Compare Car Insurance Policies

What is Car Insurance?A car insurance is the policy that covers one’s car against all kinds of…See More
19 hours ago
Mike theCarGuy Correra posted a video

The Key to Long Term Success in Sales

Account Manager Mike Correra shares the key to a dealership's long term sales success in this video blog.
yesterday
Tom Clark posted a blog post

Reasons to Sell Your Dead Car to Car Removal Companies

Your old car just stopped working. When you called a mechanic to have a look at it, they gave you…See More
yesterday
Derek C. Dean posted a blog post

Hard skills Vs soft skills or hard skills and soft skills- which is optimal?

Soft skills and training programs for the same seem to be hogging the limelight in recent times.…See More
yesterday
Umair Amjad posted a blog post

The Perks of Using Armored Cars & Bulletproof Vehicles

Security is a prime concern for every human being. When it comes to security, then people do not…See More
Sunday
Rob Gehring posted a blog post
Friday
Scot Eisenfelder posted a video

Why the Service Write Up Is Critical

Scot Eisenfelder shares why the service write-up is critical to increased revenue in this video blog.
Friday
Jim Flint posted a blog post

Google Ads Two Changes for Display

In this video blog, Jim Flint, CEO, and Founder of Local Search Group discusses two changes you…See More
Friday
John Sternal posted blog posts
Thursday
Veronica Dunford posted a blog post
Thursday
Stephen Coambes posted a blog post
Thursday
Damian Boudreaux posted a blog post

Relationship Selling - Begin The Shift Now

Gooooooooood Morning! And thank you again for joining us in another video in the series, [name].…See More
Thursday
Steven Laureys posted a blog post
Aug 14
John Sternal posted blog posts
Aug 14
Harris Scott posted blog posts
Aug 14
Reynalda Lor posted a discussion

Roofing Option For Garage?

Greetings!We are looking for the best roofing option for our dealership garage nowadays. In the…See More
Aug 13

Get Newsletter

© 2019   Created by DealerELITE.   Powered by

Badges  |  Report an Issue  |  Terms of Service