As you know, I've been doing some work with Loral Langemeier, aka the Millionaire Maker. I caught up with Loral when she was in Sydney this month. As we cruised on Sydney Harbour I asked her how is that people who are passionate can make more money.
Recently my iPhone died. As it was still under warranty, I decided to take it into an Apple store. I made an appointment to see an expert in 15 minutes. 8 minutes into the appointment, this young kid (seriously he looked about 18 and he probably was) had typed in codes into his computer and checked the phone. I said can you fix it. He replied 'if I cant fix it, then no one can'. And he was not being cocky. He was genuine and his training obviously matched his words.
As he could not fix it, he replaced my phone on the spot as part of Apple's policy. What an amazing customer experience!
Companies have been talking about the wow factor since the 1990's but it is rare we get to experience it. Not only was he trained well but his organisation gave him delegated authority to make decisions and create the wow factor.
Have you had wow service recently? How did it make you feel?
Stay Passionate!