How to Create a WOW Moment for New Customers

Show Notes

Do you know how to create a WOW moment for your new customers? On this segment of the Thrivetime Show, Clay Clark is talking about what the most selfish thing you can do as a business owner and how to WOW your customers.

  1. NOTABLE QUOTABLE – “Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.” – Walt Disney
  2. NOTABLE QUOTABLE – “The most selfish thing you can do for the growth of your wallet and your business is to wow the customer by consistently delivering more and better service than they expect.” – Clay Clark
  3. NOTABLE QUOTABLE – “Going the extra mile is the action of rendering more and better service than that for which you are presently paid. When you go the extra mile, the Law of Compensation comes into play.” – Napoleon Hill
    1. AMPLE EXAMPLE – Fresh Fish at Pike Place
      1. https://www.youtube.com/watch?v=ind4628n4DY
    2. Southwest airlines flight
      1. https://www.youtube.com/watch?v=G9lZV_828OA
    3. NOTABLE QUOTABLE – The One Number You Need to Grow
      1. https://hbr.org/2003/12/the-one-number-you-need-to-grow
  4. NOTABLE QUOTABLE – “The percentage of customers who were enthusiastic enough to refer a friend or colleague—perhaps the strongest sign of customer loyalty—correlated directly with differences in growth rates among competitors…True loyalty clearly affects profitability. While regular customers aren’t always profitable, their choice to stick with a product or service typically reduces a company’s customer acquisition costs. Loyalty also drives top-line growth…Customers who are truly loyal tend to buy more over time, as their incomes grow or they devote a larger share of their wallets to a company they feel good about.” – Frederick F. Reichheld (The One Number You Need to Grow)
  5. NOTABLE QUOTABLE – “When people are wowed they will cathartically tell others about how much they loved the service that you provided them.” – Clay Clark
    1. DEFINITION – Catharsis – Psychological relief that is experienced through the open expression of strong emotions; causing catharsis.
  6. NET PROMOTER SCORE 101 – https://hbr.org/2003/12/the-one-number-you-need-to-grow
  7. ACTION ITEMS –
    1. Design a visual enhancement of your physical client interaction:
      1. Office decor
      2. Flat screen menus
      3. Office furniture
      4. Presentation materials
      5. Receipts
      6. Menus of Products / Services
      7. Bathroom Decor
    2. Determine how you could visually exceed the expectations of your customers every single time.
    3. Determine how you could exceed the expectations of your customers with sounds and audio every single time.
    4. Determine how you could exceed the expectations of your customers with your tours / walkthrough and scripts every single time.
    5. Determine how you could exceed the expectations of your customers with their tastes every single time.
    6. Determine how you could exceed the expectations of your customers by adding in free items (additional products, services, food, free extra time, etc.) every single time.
    7. Add these over-delivery and service action items to the your product / service delivery checklists, so that it happens every time.
Business Coach | Ask Clay & Z Anything

Audio Transcription

Attend the world’s best business coach workshop, led by america’s number one business coach for free by subscribing on itunes and leaving us an objective review, claim your tickets by emailing as proof that you did it and your contact information to an for drivetime show.Com is going on. My name is clay clark on the former us sba entrepreneur of the year sit here on a mission to get you into a great financial position. Now here is the topic that were talking about we’re talking about creating a wow moment for new customers that want to make sure you get this when you create a well people typically refer other people. Now, when you create a wow, people typically referred other people now lyrical miracle. So this is a big thought. If you were truly a selfish person, you said all by myself:i want to take pictures of all by myself. All you cared about was yourself and know you.

All you wanted to do was just to be the most selfish person ever all you cared about was yourself cuz, you’re awesome, then what you would do is wow the crap out of your customers, because it comes back to you. It’s like a boomerang when you well somebody it immediately comes back to use to walt, disney would say whatever you do. Do it well. Do it so well that when people see you do it, they will want to come back and see you do it again and they will want to bring others and show them. How well you do what you do. I would tell you if I was sitting down with you coaching with you right now, the most selfish thing that you can do to grow your business for the growth of your wallet and the growth of your business coach is too well the customer by consistently delivering more and better service than the customer expects napoleon hill. If he were here piling on this, is the guy number one self-help, author of all time before the chicken soup for the soul series and then that guy just sold a ton of books and that’s really not even relevant. The score was probably on steroids, but he writes going.

The extra mile is the action of rendering more and better service than for which you are presently paid. When you go the extra mile, the law of compensation comes in to play. Marshall I want to break that down. There is the action of rendering more and better service than that for which you are presently paid. When you go the extra mile, the law of compensation comes into play. So how do I create a well moment in a business? How do I make sure it happens every single time you got to ask yourself:what is it that your clients are not expecting you to do in terms of an over delivery? Do I mean by this? It means when you over deliver, you will be cut soon be over paid. So you got to ask yourself how what is it that they are business coach expecting out of this relationship for this transaction and how can I provide them more value than what they are expecting? How can I exceed their expectations? How can I perform more quickly? How can I create more value? How can I provide them more product, more service? What can I do that? Will wow them? What will make them say? Oh my gosh, you didn’t have to do that, but you did so here. I am hope you and mom can handle by me to give it to you. So here we go I see, there’s a restaurant in seattle, it’s called the pike’s place and every time they get fresh fish, they yell freshwater, perch fish and chip. I’d like to put on the show notes a youtube link to the fresh fish people at the pikes place. We can put it under the brake, the pike’s place people yelling fresh fish at starbucks.

They put your name on the cup marshall. They don’t have to put your name on the cup, but they put your name on the cob dale carnegie. One of the other best-selling self-help authors, dale carnegie, says that everybody’s most favorite word or most favorite sound is their name. Yes, but I would think about the out eight and out burgers and it will be in and out, but they do what they were actually make. The the french fries in front of you, the put the put the potato in the end. It is so sexy. When are the fresh salsa bar not seeing this come on dude you’re, a flat out liar marshall, ever actually been in to talk about not have pressure sauce at taco bueno, it’s pretty nice. It’s super over the top clean chick-fil-a my pleasure. Sometimes after a long day, you know you you go through chick-fil-a and they’re like my pleasure, 8, it’s my pleasure to serve you and it’s just going to let it’s a friendly face. What’s the move? Okay, so one of the moves is on the first experience, whether you’re, quoting a client, whether you have an appointment, you’re setting that appointment. What can I provide them that ando ver delivery so expect more than expected to doubletree doubletree their business coach notorious they’re known for warm chocolate chip cookies at check-in? Okay, it’s not something they have to do is i, don’t think that they choose to do so. Maybe it’s giving them cookies as a part of the quote. I want to put on the show notes, cookies, link to the s southwest airlines in-flight. The flight attendants at southwest airlines are incentivized, monetarily and culturally. To be funny, did you know this went when you win all of the other. Airlines are just doing hey, let’s just push the play button and let’s let this ambiguous person pedal you about the safety driver’s, this story, but I love, i, love telling it cuz.

It’s so true. I went to the hotel and it was caesar’s palace in las vegas, and there is a bellman there. There’s a lot of bellman, probably 5060, bell mountain. How many be a lot of element and its bellman looks exactly like obama and I said:hey? Could you help me bring my bags up to my room? Is the belt makes absolutely my name’s obama? Are you guys voted for me appreciate that if you didn’t vote for me, most people did so it’s cool, we’ll work through it and then he’s saying funny stuff, like i, got a hoping to change. You have a great vacation, so here’s the deal I hope you’re going to have a great vacation I’m help. You change the outcome. So if you want to know if a great vacation spot, let me know-and he just keeps like being in this whole-hope and change-deal and he’s like here’s. The deal. I hope that you would give me some spare change as a result of over-delivering. So what I want to do is I want to and he’s just on it to get to our hotel business coach room. He unloads our bags. My wife needs to knock out a couple. Errands and I go back downstairs. I noticed that obama has a huge line of people waiting there waiting for him to get on in a can the taxi there waiting for him to go in there uber. They don’t want anybody else to be there bellman, because they want obama, and you see it was a commodity.

Every vilma gets paid the same and they all get tipped, but he brought that extra special sauce, the sizzle and I’m not kidding. He was running to their cars and running back in his obama’s busy obama change the station and he’s really funny-and you can ask anybody if you want to put on the show now yeah but harvard, did research called the number it’s it’s called the only number you need to grow, it’s a it’s a thing called the net promoter score and they found that the companies that wow their customers grow the fastest. Those companies are predictable. That’s apple, miss apple, like through the computer people at starbucks, that’s whole, foods I mean you can think of the companies about at the quiktrip. That’s the way the southwest airlines, so your coach will work with you, but you want to think about. How can you visually exceed the customer’s expectations? How can you do with audio? How can you do with the look? How can you do it with the tour? You do with experience. How could you do with the on-hold music? How can you do with a greeting? How can you do with the packaging? How can you over deliver and exceed the business coach  expectations of each and every client that my friend is how you create a wow moment for each and every customer, so you can selfishly grow that business

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