Jack Buck and the WOWEDFactor

For two years, I had the opportunity to get to know the late, great Hall of Fame Sportscaster, Jack Buck.  Jack was the honorary chairman of the St. Louis Chapter of the Cystic Fibrosis Foundation, of which I served as Executive Director.  For all his “fame,” he was one of the most down to earth, caring individuals I’ve ever had the opportunity of knowing.  He consistently delivered the WOWEDFactor in his personal interactions by providing those he hardly knew with a “humanizing, engaging or connecting” experience. Three incidents come to mind.

• Whenever we would go to lunch, the first thing he would do, as soon as we sat down, was to give a few dollars to the bus people – not the wait staff.  He engaged these people and they responded in kind. Great move, Jack.
• Jack did a book signing at a local bookstore for the benefit of the Foundation.  There must have been 200 people lined up for his autograph and it must have taken a good two hours to do the signing.  I watched him for the duration and he never failed to talk “with” not “at” each individual.  What a gem.

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.”

Shoe-Swap Man

I’m always asked for a favorite WOWEDSighting. My pick Brent Zorensky, a manager at an up-scale hotel. A guest called the front desk and was frantic because he was supposed to attend a black-tie event in a half hour and he had failed to pack his dress shoes. All he had were his beat-up running shoes. He wanted to know where he could buy the shoes in the neighborhood. Brent explained that there was no place nearby, but finding they wore the same size, set up a shoe-swap for the night. What a move. WOWEDFactor delivered; business value enhanced.

Firestone
firestone@ethicalselling.com
314-863-4000

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

WOWEDFactor Truisms - Impact on Bottom Line

WOWEDFactor:  a customer service experience that was so extraordinary, "humanizing, engaging or connecting," your perception of the person you were dealing with, and consequently the business or organization, became significantly enhanced

We believe the following to be true about the WOWEDFactor: 

•  Service is manufactured at the point of delivery.  To my knowledge (and our research is considerable), not one customer has approached a business, asked to see the mission statement and then declared, “Very impressive, I’m now a customer for life.”
• The service image, is influenced in large part by employees interactions with external customers.
• Employees are the company in the minds of customers.
• The extent to which employees perceive themselves as stakeholders within that organizations or business (having a piece of the rock) has a direct relationship on their ability to deliver the WOWEDFactor.
• Managers’ first customers are their employees who interface with external customers.  Number one objective is to set up a culture where employees perceive they are stakeholders for the reason set forth above.
• Research clearly substantiates that the reason why customers quit a business has much more to do with not receiving the WOWEDFactor than anything else.  A recent survey of consumers shows that sixty-eight percent of all lost business results from the indifferent, uncaring attitudes of employees toward customers and only fourteen percent is lost because of product dissatisfaction.  The results on Why Customers Quit:

68 percent - indifferent attitude of employee

14 percent - product dissatisfaction

9 percent - competitive reasons

5 percent - other friends

3 percent - move away

1 percent – die

If customers quit a business in large part because of an attitude of indifference on the part of employees, it stands to reason that the antithesis … delivering the WOWEDFactor, would be a significant reason why customers stay.  Put in other terms, customer loyalty could be enhanced as a result.

Firestone

firestone@wowedamerica.com

314-863-4000

©2010 Ethical Selling Institute. All Rights Reserved.
©2010 Fred Firestone. All Rights Reserved.