Double the WOW moments

Double the WOW moments

Last week I followed my mother to pick up her car she was having serviced at the local Ford dealership. As I was waiting in my car while she was in the office completing the paperwork, JR, the service manager walked by and said her car is ready, but we are running it through the car wash before giving it back. WOW, I thought, how nice to get the added value of a freshly washed car with just an oil change. Smiling back, I replied that my Lexus was awfully dirty and that I was just on my way to find a car wash for it. JR said “I’d be happy to run it through our wash.” Double WOW! I wasn’t even a customer and my car wasn’t even a Ford.
What do you think is my impression now of Mullinax Ford in Apopka, Florida? Do I want to tell anyone about them? Of course! When you get Wow service in today’s world, you want to shout it out because it is so rare. Did it cost the service manager anything extra to make the offer? Yes, but not much. And think about the payoff as I now start sharing this small gesture with everyone I know. I can Yelp, tweet, blog, speak, etc. It’s hard to get that kind of personal gratitude from an ad or the emotional connection that was created because of this kind of attention to detail of building lifelong relationships.
I believe the car wash with the oil change is a planned WOW set by the dealership, but I believe the offer to wash my car was a spontaneous WOW. Every organization should have both planned Wows woven into their processes and systems, but also a commitment to allow employees to offer spontaneous Wows when opportunities arise. Training employees with suggestions of Wows and also asking employees to share their Wows will give ideas that can be delivered by other employees.

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