Chapter 10. The "Wow" comes when you go beyond expectations
Along with being consistent, Sales Ambassadors look for ways to deliver a delightful and unexpected level of service. They are constantly finding ways to create an unforgettable experience with each customer. Often, it is the little things that make this happen.
Some examples:
While visiting India, a Sales Ambassador brings back a special package of the customer's favorite tea.
An after-sales service center that fills a rush order so that the customer can take the piece with her on a trip.
The delivery of a gift that would normally not be available for an anniversary, but because of exceptional service, arrives just in time.
A restaurant owner who offers without charge photographs of customers celebrating an event.
A luxury hotel that prints complimentary business cards for their guests with their name and contact numbers at the hotel.
Everyday opportunities exist to create an unforgettable moment, so that customers share with others the incredible service they received.
"You won't believe what happened to me! I was in (the name of a boutique), and the Sales Ambassador ..." followed by the story of their astonishing experience.
To create the "Wow," exceed expectations every time.
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