WOWEDSighting: Selma - United States Postal Service, Clayton, MO"The WOWEDFactor is how she talks to you. She engages you immediately and makes you feel like she’s talking only to you and like you are her one and only concern at that time."

WOWEDSighting Recipient's Testimony: “Selma is pleasant and engaging in every interaction. She greets you courteously and engages you by asking if you want to purchase any additional services. (If you’re mailing a package she asks if you want delivery confirmation or other related services.) By itself, this is not so special – no WOWEDFactor. The WOWEDFactor is how she talks to you. She engages you immediately and makes you feel like she’s talking only to you and like you are her one and only concern at that time. She also prods you in a comical way. For instance, when you say you don’t want to pay with a debit card (which she has just informed you is one of the payment options she has available) she’ll ask if you’re sure you’ll have enough money for lunch later if you use cash now. Her tone is relaxed, maybe a little informal, and it’s perfect for the interaction because it conveys the information in an easy manner that effectively communicates and makes you chuckle. If you actively respond to her you can have quite a conversation at the counter, and she always has the right tone in these conversations. Selma offers you a range of other services and at the end of the transaction she asks you if there is anything else she can do to help you, and, when she asks you that, you believe that she is sincere and would in fact do what you requested if it was possible. She is always courteous and she makes you feel good about the interaction such that when you are in the post office again you want to interact with her. The WOWEDFactor is a summary of what Selma is about.”

WOWEDSighting: Forrest - Schnucks Market, Ladue Crossing"Forrest’s manner is not bubbly but he makes us feel welcome in the store and eager to shop at his Schnucks rather than the store which is closer to our home."

WOWEDSighting Recipient's Testimony: “Forrest is a very interesting guy. He comes off low key at first but he is quite observant in that he notices aspects of the customer (you) or your order. I can’t remember how we became friendly with Forrest but we soon found out that he was a graduate of Washington University and that we knew some folks in common. Once he knew our names he made a point of talking to me each time I was in the store. When I was in his line we would discuss movies, our general health, my car, his car, and other related topics. When we weren’t in his line he would kid us for rejecting him and we’d have an abbreviated conversation across the aisles. We came to think of him as a friend and we tried to always be in his check out line. He is knowledgeable about wine and suggested to us a red wine that is very good and quite inexpensive, a wine that we still buy whenever it’s on sale. Whenever we see him it’s like we are visiting with a friend. He tracks the progress of our family in several ways (our daughter’s progress in college, the latest saga with our cars, my health concerns regarding my lower back and hips) and keeps us abreast regarding his mother, with whom he lives. Forrest’s manner is not bubbly but he makes us feel welcome in the store and eager to shop at his Schnucks rather than the Esquire Schnucks, which is closer to our home. Forrest builds value for Schnucks by delivering the WOWEDFactor.” Forrest's Certificate of Sighting

WOWEDSighting: Connie - Walgreens, Big Bend and Clayton"When you leave you feel better than when you entered the store. Talk about delivering the WOWEDFactor."

WOWEDSighting Recipient's Testimony: “Connie is one of the most genuinely pleasant people I have encountered in any type of situation. She is courteous beyond belief to every single customer regardless of the customer’s characteristics, how much he/she is spending, whatever. She greets every customer with a sincere smile and a proper greeting (good morning, afternoon or evening) and she gives you her complete attention with excellent eye contact so you feel like she is taking excellent care of you and only you. She engages you in light conversation (weather, how your day is going, etc.) and she sounds sincere in all her communication with you. When she takes your money she acknowledges how much you gave her and tells you how much change you’ll be receiving. A typical conversation would go something like this: ‘That’s five dollars and your purchase was $3.29 so I’m giving you $1.61 change. May I give you five dimes or would you rather have two quarters with that?’ When the transaction is over she looks you directly in the eye, smiles and says ‘I thank you for your purchase today and I hope you have a pleasant day’ and she sounds perfectly sincere. When you leave you feel better than when you entered the store. Talk about delivering the WOWEDFactor. Once I asked her if she was always courteous to everybody and she said she tried to do her best with every person.”

WOWEDSighting: Edna Carter - St. Louis Airport Hilton Hotel"She treated these people as if they were guests in her home."

WOWEDSighting Observer's Testimony: “I was on the Hilton van which picks you up on the parking lot and takes you to the airport and we stopped at the hotel to pick up guests. They included an elderly couple, both of whom were at least 80; he was using a walker and was very unsteady on his feet. Ms. Carter could not have been nicer. She got out of the van, placed all of their luggage (like 8 pieces) and helped the man who was very emotional about his ability to climb the van steps, get his seat. All the while she was reassuring him that she’d take care of him. She treated these people as if they were guests in her home. Ms. Carter really delivered the WOWEDFactor and in so doing enhanced the value of the Hilton. It was a beautiful site to behold.” 

WOWEDSighting: Kay Schafer - Panera Bread"If you could package her ability to engage customers, you’d have all the coffee business in town. She defines the WOWEDFactor."

WOWEDSighting Recipient's Testimony: “I stopped into the Bread Co prior to a meeting and was energized to perform by Kay Schafer! I had this important meeting at 7:30 and was not as awake as I needed to be. Thought a stiff cup of “rich and vibrant” would do it. While I think the coffee worked, what really picked me up was Kay. (She didn’t actually pick me up!) Her easy/fun style, her genuineness and her playful banter left me energized. Kay is not an order taker … she is a wonderful ambassador for Bread Company. If you could package her ability to engage customers, you’d have all the coffee business in town. She defines the WOWEDFactor. Thanks Kay." Kay's Certificate of Sighting

WOWEDSighting: Ray - QuikTrip, Fenton, Missouri (Certificate of Sighting pictured here)"He is able to maintain this consistent approach while at the same time, making each person feel as if they are the most important customer of the day."

Ray's Certificate of Sighting

WOWEDSighting Recipient's Testimony: “Nearly every morning I observe Ray greeting customers, many by first name. He is able to maintain this consistent approach while at the same time, making each person feel as if they are the most important customer of the day. Whenever I encounter an employee like Ray, I often wonder about their training and background. Is it a superior training program at their current company? Perhaps a past employment experience? Maybe it was their upbringing. Most likely, it is a combination of all of these things. One thing I know for sure, it is becoming increasingly difficult to find WOWEDFactor employees like Ray. I am quite certain Ray would have no idea which of the hundreds of customers he serves each day would make such an observation. I have never really taken the time to introduce myself to him. However, when thinking about my WOWEDSightings, the choice was clear. . . Ray at the QT!”