How many times have you found yourself saying WOW due to an experience provided through a business?
And think about this, many times the "WOW" is caused by something little. Sometimes, it's the "little" things and the attention to details that can really separate one company from another.
- At a hotel, it may be that there are cookies at the checkout counter for you in the morning, or that the cleaning service leaves a chocolate on your pillow.
- In a restaurant, it may be that the waitress always refills your drink without you having to ask or that you didn't have to wait forever for your food.
- At the local coffee shop or diner, maybe it's that the person behind the counter remembers that you like your sandwich with mustard not mayo.
- At the local cleaners, maybe it's that they always send you a birthday card with a gift certificate for $10 of free cleaning services.
Think about it … sometime it's the minor conveniences or the little extras that a company does that really separates them from everyone else. And many times...it's those little things that keep you coming back and that get you talking.
You see, if a company "WOWs" you even with little things, you are more likely to tell other people how great they are and that they should try them out.
I got to thinking about this because of a trip I took this past weekend. I took my children to a resort in the Pocono Mountains of Pennsylvania called The Great Wolf Lodge. Not only were my children amazed from the moment they walked in the lobby, but that feeling continued throughout our entire stay.
I have to admit, I was blown away by the conveniences provided by the Lodge. Ya see, it's mostly known for its indoor water park… So you spend a lot of time in your bathing suit (okay, okay - hold the visual there).
I'm sure you've been to a water park before where you have to keep going back to some dirty locker every time you need to get money or you have to figure out how to carry it with you without getting it soaked. Anyway, this place gave us wrist bands for the rides that doubled as credit. So, we could use the wrist band to get on rides, as our room key, and to purchase just about anything on the premises. It's a very simple concept, and probably very cheap since the park is giving out wrist bands for the rides anyway but it does create that "WOW" experience.
Obviously, the kids loved the park. But, this company did "little" things to keep it enjoyable for the parents too. For one, there was a Starbucks in the lobby … need I say more. Plus we never waited more than 5 minutes for any slide or ride, so we didn't have to listen to the kids whining and complaining all day.
The great thing about creating a "WOW" experience is that it makes people want to continue to do business with you. And it also makes you want to tell all of your friends about it. In fact, the day we got back, my daughter spent half the day calling all of her girlfriends to tell them about what a great time she had.
Keep in mind that it doesn't take much to create a "WOW" experience.
So, what can you, as a life insurance agent, do to set yourself aside from your competition and create a "WOW" experience for your clients, prospects and leads?
It can be something cheap and little, but just remember; sometimes those little things can make a world of difference between you and another life insurance agent.
By: Dean Cipriano
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