WOWEDSighting: My Hyatt Regency North Dallas WOWEDFactor Experience

Dates of WOWEDSightings: May 11-13, 2011.       

My Testimony: In my many years of business travel, I have never had a hotel experience that could be defined as pure “interaction” (as opposed to “transaction”). That is until May 11-13 when I stayed at the Hyatt Regency North Dallas. Perhaps the best way to describe my experience is that at every interaction (and there were several) I didn’t feel like a “hotel customer” as much as a “guest in the home” of a hotel staffer. The WOWEDFactor components (humanizing, engaging, connecting) were delivered again and again throughout my two day stay. A few of my WOWEDSightings: Carmen – the most amazing breakfast greeting; you’d have to see it to believe it. Toy – at lunch, remembered me from breakfast, reminded me that I had to eat my vegetables to get dessert! – playful and tasteful banter. Freddie approaches me and asks me about my stay. Sonya – comes to my room from her position at the front desk to help me adjust my room thermostat. David, Juan and Sal … more playful and tasteful banter. All genuine interactions; all WOWEDSightings. My hat is off to managers Dominic and Cheryl – I felt that I spent two days hanging out with friends. WOWEDFactor delivered by staff; business value enhanced for Hyatt Regency.

WOWEDSighting Certificate of Sighting Jeremey Daricek, Dobbs Tire & Auto

Date/Time of WOWEDSighting: April 4, 2011; 2:00 pm
WOWEDSighting Recipient:  Rob Kodner


Testimony: I was seeking a quote on a set of tires so that I could compare Dobb's price to some of the local discounters. I went there because of their ads on TV which detailed their warranty for repairs, rotation and replacement for the life of the tires. In the process of obtaining the quote, the Sales Manager, Jeremey Daricek, offered a discount plus a $40.00 rebate from the maker of the tire.  I thanked him, said I would compare his quote to others that I would receive and then get back to him. I started to exit the store when he stopped me to see what it would take to sell me those tires today.

WOWEDSighting: Cafe Press

WOWEDSighting Alert!  Occurred at Cafe Press: www.cafepress.com, described on their web site as: "The world's favorite place to find or make unique T-shirts and gifts."  I believe it!

My daughter had a shirt sent out for my birthday (Vandelay Industries ala Seinfeld) and chose the wrong size.  Just called there to ask about exchange and they said, "We'll send you the Medium. And, because you're a first timer, we don't want you to do through the hassle of sending back the Large, so you keep it!" WOWED! What a class company.

Firestone
firestone@wowedamerica.com
314-863-4000

WOWEDSighting Certificate of Sighting: Desiree Davis, McDonald's, Columbia, IL

Congratulations to Desiree Davis for delivering a WOWEDFactor experience to Dawn LaFata.  Dawn's testimony: 

I went through the drive through, like I do almost every morning, and ordered a large diet coke. I always ask for extra ice because there just isn't enough ice in those cups. But this day, a woman handed me my soda, looked and me and instead of saying her scripted “have a nice day,” said, "Hi! Would you like an extra cup of ice?" I said, "Yes, I would, thank you!" Then she handed it to me. I was just so surprised that she remembered my request for ice, and I didn't even have to ask for it. Thank you, Desiree, for my WOWEDFactor experience! And, thank you McDonald’s for having Desiree as your employee! I could go to a lot of different places to get my diet coke. Because of Desiree, the McDonald's at 300 Columbia Ctr. in Columbia, IL gets my business!

I spoke with the store manager, Erica Hunter.  She totally endorsed Desiree's actions, explaining that the WOWEDFactor is what builds loyalty.  I applaud Desiree for her Sighting and Erica for establishing a culture where WOWEDSightings can happen.

Firestone
firestone@wowedamerica.com
314-863-4000

WOWEDSighting Certificate of Sighting: Chris, Phillips 66 - Fairview Heights, IL

Experience a WOWEDSighting?  Tell us about it -- www.IWasWOWED.com!  If our Advisory Board says it's a "5" on a "5-Point Scale," the WOWER will receive the Certificate of Sighting and we'll post it here!

Firestone
firestone@wowedamerica.com
314-863-4000

WOWEDSighting Certificate of Sighting: Ed Mass, Yes It's Organic

Certificate of Sighting: February 21, 2011 - 2:00 pm

WOWEDSighting Recipient, Tim Holley:

“I have been a loyal customer of Yes It’s Organic for several years now, and for good reason, too! The owner of this online store, Ed Mass, is nothing short of amazing! Ed is kind, courteous, professional and genuinely cares about his customers and their satisfaction! I make the majority of my purchases online (for a variety of different reasons) and I can honestly say that Mr. Mass offers a level of customer care and satisfaction that is second to none. He has gone out of his way to educate me about the world of organic products, provided me with unbiased opinions/suggestions (regarding different products), provided me with the lowest prices available, and has been a true “man of his word” and stood behind every product that he has sold to me. I purchased an Organic comforter (duvet) from Yes It's Organic. For various reasons, I needed to return it well past a reasonable amount of time. Mr. Mass was sympathetic and easily (and quickly) allowed an exception for a full refund. I am truly grateful for Mr. Mass’ honesty and his dedication to customer satisfaction! WOWEDFactor delivered!”

WOWEDSighting: "Jane Doe" - Southwest Airlines"I have never felt so taken care of. I truly felt that this woman was my angel. I try to only fly Southwest now because they never fail me in their customer service and other airlines never fail me in not providing it."

Keziah Aaliyah WOWEDSighting: "Jane Doe" Southwest Airlines
Date of Sighting: circa 2007; Date of Submittal: 2/1/2011

WOWEDSighting Recipient, Keziah Aaliyah, Testimony: 

"Have you ever just had one of those days? Mine happened about 4 years ago and I still talk about it. I am a single mother and my daughter had just turned 2. We were flying to see my family for the Thanksgiving holiday in Utah, just after a... rough divorce. I left thinking I had just enough time to make it. On my way I noticed we were almost out of gas and needed to stop. Then traffic was horrible and the worst happened, my car got a flat. I landed out getting to the ticket counter 45 minutes before the flight was supposed to leave.

WOWEDSighting: Amanda K. - OfficeMax "WOWEDFactor delivered by Amanda - loyal customer delivered for OfficeMax!"

Amanda Displays Her WOWEDSighting Certificate

WOWEDSighting Recipient's Testimony:   “Called for assembly directions for a chair. Also was disappointed by the way a ream of paper had arrived, torn and dirty. Amanda immediately apologized, gave me a credit (which I wasn't expecting) for the paper and said: ‘give me fifteen minutes and I will have the assembly directions sent to you via email.’ She delivered all that was promised on time with a smile in her voice. She was absolutely professional and courteous. She made me feel valued as a customer. WOWEDFactor delivered by Amanda – loyal customer delivered for OfficeMax!”

WOWEDSighting: Steve Karakas - House Painter Extraordinaire

We were extremely fortunate to have found Steve and used his painting services for a number of projects. I can honestly say: there is none better. He is everything you would want in a contractor and then some.  

• One: First and foremost, Steve is a tremendously skilled painter – he does amazing work.  
• Two: His standard of perfection is absolutely the best I’ve seen. He sets the bar so high, only he can see the degree of quality for which he aspires. One day I came home and I saw him working on a project I thought he had finished in a perfect way. He explained that upon looking at it again, he felt it hadn’t been done to his quality standard! Wow.

WOWEDSighting: Kurt Chambers - USBank Ladue, MO (Kurt's Certificate of Sighting pictured here)"When I spoke with Kurt about the issue, his response in effect was ‘I’ll take care of it as if it was my account.’ Wow."

Kurt's Certificate of Sighting

WOWEDSighting Recipient's Testimony: "Within the last year I moved a business account to USBank, where I had some personal accounts. I have been extremely satisfied, in large part, because of my relationship with Kurt Chambers, Customer Service Manager, extraordinaire. Case in point: Recently, my accountant had a problem in assembling my business tax return because I inadvertently paid some business bills on-line from a personal account and recorded them incorrectly. When I spoke with Kurt about the issue, his response in effect was ‘I’ll take care of it as if it was my account.’ Wow. His detective skills in figuring out went wrong, coupled with his very timely response to my concerns and his focus on sincerely and genuinely wanting to help, makes USBank a pleasure to do business with. He is the brand. WOWEDFactor delivered - USBank value enhanced significantly. If you’re looking for an interaction with your bank … not merely a transaction, call Kurt @ 314-889-1724.”

WOWEDSighting: Kelvin Edmunds - Cafe Cornucopia"He could bring the decimal over a couple of digits on the price and I’d still come out the winner."

WOWEDSighting Recipient's Testimony: “This guy is one of a kind. He’s literally the first person I see every morning and what a way to start the day! His enthusiasm for life, his focus on the development of his kids and his employees, his ‘I only play with my cleats on!’ approach to life (which Teddy Roosevelt would be proud of) all bring so much value to my cup of coffee. He could bring the decimal over a couple of digits on the price and I’d still come out the winner. Quite simply, he personifies the WOWEDFactor.” Kelvin's Certificate of Sighting

WOWEDSighting: Hayatt Mohammed - Mastro's Steakhouse, Chicago"Hayatt made us feel special. We will go back to Mastro's and insist on working with her!!"

WOWEDSighting Recipient's Testimony: “Mastro's is an upscale California based restaurant group that just opened their first Chicago location in October, 2010. Two female friends and I visited Mastro's strictly for drinks after having dined at a different restaurant. Oftentimes a group of 3 women visiting a restaurant solely for drinks is not welcomed by wait staff. My friends and I are not big ticket drinkers, and the wait staff cannot wait to turn our table to make more money. Not Hayatt! She could not have been more welcoming! Truly cared about our drink selection and it appeared that the portions she served us were generous. She chatted with us and was totally engaging. We did not order dessert--all of a sudden Hayatt appeared with an entire butter cake, a Mastro's signature dessert, that was complimentary for our group. Delicious! We devoured the entire cake! Hayatt made us feel special. We will go back to Mastro's and insist on working with her!! I called her Manager, David Place, to obtain her contact information, and he is aware of the ‘WowedAmerica’ initiative.” Hayatt's Certificate of Sighting

WOWEDSighting: Patty Wilson - Take Care Health, Brentwood Walgreens"Because of Patty, I’ll be back again … hopefully not soon and not frequently."

WOWEDSighting Recipient's Testimony: “Patty Wilson makes you feel good even when you don’t feel good. I went to Take Care Health because I suspected I had pink eye, which my wife was diagnosed as having a week before. After asking me a few questions, Patty reassured me I didn’t have it. She went on to explain some things about eye health (and ways to continue to avoid my wife’s pink eye) that were very helpful. Further, because I didn’t have a diagnosis, she said there’d be no fee. She presented herself as a sincere, caring, fair and thoughtful person. She explained to me she loved her job because she liked helping people feel better. You could tell. What a credit she is to Take Care Health. Because of Patty, I’ll be back again … hopefully not soon and not frequently.” Patty's Certificate of Sighting

WOWEDSighting: Carol Higgins - Barnes & Noble, Ladue Crossing, MO"Wish I could be that kind of employee, myself. Inspiring in the little things by being a great employee and a good person."

WOWEDSighting Recipient's (Tina Wilson) Testimony: “Wonderful and exuberant employee, Carol Higgins, went above and beyond the call to locate limited edition WICKED tote bag for me today. Enthusiastic and warm response to my questions about merchandise and knowledge of merchandise by leading me to display and then calling several locations to secure until my arrival at another location. Those she spoke with obviously responded to her enthusiasm with their own. Not only her time but her response and care really WOWED me today. An asset to Barnes & Noble by her great customer service and her personality just shone through the entire procedure. Am still smiling thinking of how she handled the entire interaction. Wish I could be that kind of employee, myself. Inspiring in the little things by being a great employee and a good person.”

WOWEDSighting: Betty Ferguson - St. Louis Cardinals"Throughout the game, she continued to build the Cardinals’ brand every time we had the opportunity to re-visit the 'bartender' and see that engaging smile."

WOWEDSighting Recipient's Testimony: “The value of our ball park experience went beyond the Cardinals’ 7-4 victory. A friend and I had the opportunity to sit in a private box. As soon as we got there, we met Betty; I’ll call her the box 'hostess,' even though her official title was 'bartender.' She immediately greeted us in a genuine and sincere manner and told us it was a pleasure to meet us. And, she meant it. I knew then that I was going to have a great time at the old ball park and the game hadn’t even started yet. Throughout the game, she continued to build the Cardinals’ brand every time we had the opportunity to re-visit the 'bartender' and see that engaging smile. I would venture to say that everybody who has had the opportunity to meet her comes away with the same experience. Thanks, Cardinals, for adding significantly to my experience by having Betty. I’m going to borrow a phrase from the late/great Jack Buck: Betty ... ‘That’s a winner!’ WOWEDFactor delivered.” Betty's Certificate of Sighting

WOWEDSighting: Cody Stonebraker - Firestone Tire & Service Center - St. Peters, MO"One Thursday, on his DAY OFF, Cody drove around St. Louis to find 4 new hubcaps, similar to the ones I already had."

WOWEDSighting Recipient's Testimony: “I went to have my tires replaced at Firestone and received more than I expected. There were opportunities to fall short of my expectations but Cody chose to rise above. After my tires were changed I noticed my hubcaps were loose and about to come off. I went back right away (which ended up being after hours) and they fixed them. The next day I noticed that one was missing. I called the store and spoke to Cody, he said he would find a replacement hubcap and have it put on, no charge. Nice enough, right? Well, it ends up I have custom, hard to find hubcaps and he could not find one replacement. One Thursday, on his DAY OFF, Cody drove around St. Louis to find 4 new hubcaps, similar to the ones I already had. This was at no charge to me, again. Every time something 'went wrong,' Cody made it right. WOWEDFactor delivered."

WOWEDSighting: Joyce Smith - Washington University Patient Billing"What immediately impressed me was that she really wanted to help me solve the problem."

WOWEDSighting Recipient's Testimony: “I received a bill from Washington University Physicians that didn’t reflect fact that we had insurance coverage – said that ‘patient was self pay.’ When I called in, I was lucky to have Joyce on the other end. What immediately impressed me was that she really wanted to help me solve the problem. I was to get information and get back with her. When I called back, I learned that she proactively contacted our insurance company and taken care of everything. This was totally unexpected. Joyce is a wonderful patient advocate. WOWEDFactor delivered.” Joyce's Certificate of Sighting

WOWEDSighting: Chad Brown - New Balance, St. Louis"Because of Chad, I would only buy my athletic shoes at his store. WOWEDFactor delivered."

WOWEDSighting Recipient's Testimony: “I bought 3 pair of shoes in the past few months from New Balance: tennis, walking and a pair of running shoes. Two of the new pair of shoes felt very comfortable but I felt a lot of discomfort after wearing the tennis shoes. Chad said to bring them back to the store and see him. I told him about my pain and he suggested a new wider pair of the same tennis shoes. The shoes I originally bought had only been worn once or twice. He said it would be no problem to switch them out with no additional cost. He really went out of his way to satisfy me and help me to solve my foot problem. He handled himself in a very considerate and professional way. Because of Chad, I would only buy my athletic shoes at his store. WOWEDFactor delivered.” Chad's Certificate of Sighting

WOWEDSighting: Joe Steudeman - St. Louis Custom Gear"I’m now a big fan of St. Louis Custom Gear because I’m a big fan of Joe’s."

WOWEDSighting Recipient's Testimony: “I arrived at the store right at closing time (many other stores in the mall already had the gates down) and this gentleman went to great lengths to make me feel comfortable while he took the order for embroidered baseball hats for my son's team. He let us look through several designs to choose our logo, was helpful in choosing our layout, is giving us less than a 24 hour turn around on the hats (WOW!!), and gave us a discount. He did all this before he knew I was a repeat customer. His attention to detail and customer service skills were definitely a great pleasure to experience. Even though I was the last customer of the day, he made me feeI like I was the most important customer of the day. I’m now a big fan of St. Louis Custom Gear because I’m a big fan of Joe’s. WOWEDFactor all the way!” Joe's Certificate of Sighting

WOWEDSighting: Joyce Hunter - Don Henefer Jewelers"She always goes the extra mile to give us the best service and price."

WOWEDSighting Recipient's Testimony: “Joyce has become my wife's and mine personal jeweler within the last 6 months. She always goes the extra mile to give us the best service and price. Recently I ordered two watch cases and two pen cases. She quoted the price on the watch cases as $30.00 each. When they came in the actual price was three times what she quoted. Joyce honored her original quote of $30.00 per each watch case. Joyce had to pay the difference out of her pocket. That shows she goes above and beyond what is expected. Joyce should be commended for her outstanding customer service." Joyce's Certificate of Sighting - Article - Joyce Awarded Certificate