Today I want to talk a little bit about customer service. If you're a business owner or own some type of small business, this post is for you!
Great customer service to any business is essential. As a business you want to accomplish what is call the “Wow!” factor. Just so I'm clear, there are 2 different kind of “Wow” factors.
There is the “Wow!” factor which is great; that means your customer had a great experience, and they were wowed by you, and ready to share the world how great you are.
Then the other type of experience is what you'd call the JWOWW factor. If you're familiar with Jersey Shore, JWOWW is a cast member of the show and she's well known for her clothing style – well, at least the lack there of. The “JWOWW” experience is where people are going to talk about you but maybe not the way that you want them to. Make sense?
So “Wow!” factor good, JWOWW….. not so much in the business sense.
The Wow Factor
A quick “Wow!” factor experience I could share with you is every time me and my family go to a restaurant with our young kids. If you have young kids you know how quickly you have to get in and out of a restaurant, especially our kids. We only have a certain time limit where things start getting ruthless, where crackers are flying, knives are flying, and kids are screaming and crying.
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A waitress or waiter that recognizes that we've got young kids and takes our order quickly delivers a “Wow!” experience. The family is happy, the kids are happy, and waiter or waitress can be happy because we gave them a nice tip because they wowed us with that experience.
Note: If you are waiter or waitress, you better be taking notes!
An Unforgettable JWOWW Experience
I just experienced what I would call the JWOWW factor with a local accountant that I was trying to get some cost basis (the original price they paid for their investment) information for a new client. The client had a joint investment account that we were going to reposition some of the investments. Before I did so I knew that they would incur some long-term capital gains so I wanted to touch base with the CPA to make sure I wasn't missing anything before I pulled the trigger.
My JWOWW experience was this: I called the CPA about a month before tax season this year. What I was told left me astonished.
I was told that it would be at least a month, if not longer before I could actually get an answer from the CPA.
Now for me that is a JWOWW factor because I have never called anybody, any type of service provider and had to wait a month to get an answer. It wasn't a hard question. It only would take probably a 3-5 minute conversation to get the answer I needed, yet I was told it would take four weeks. The worst part is that it took almost seven weeks before I got the answer.
That was a JWOWW experience because not only am I going to talk about that situation as being a horrible example of customer service, but my clients were also very irritated with the situation because they are a good paying client.
If you’re a business owner, be very conscious of that. Be very conscious of your “Wow!” factor experience and make sure that you're not experiencing the JWOWW factor.