This statement is a much more powerful expression of the phrase “You only get one chance to make a first impression” because it reveals the type of positive impression that goes beyond working in a purely transactional relationship. “WOW!” is all about surprise and delight, not just delivering what was expected. It's also about creating an experience that is remembered and, ideally, shared with others.
The beginning of a new business relationship, or the transition of an existing relationship to a new person, brings with it a chance to create something special. The surprise of “WOW!” must be followed by consistency of service in order to build a reputation, but it sure gets things off to a great start. It tells the beneficiary that you care about them in a genuine way and sets you apart from the pack. .
To harness the power of “WOW!” doesn't require permission, position or a capital investment. It does require a genuine sense of caring and commitment.
The power of “WOW!” is infectious. When individuals create it, other team members see the effect. When entire teams engage and approach their work with this attitude, everyone gets better and the business thrives. It's as simple, and as difficult, as that!
When was the last time you experienced the power of “WOW!”, either on the giving or receiving end? How did that make you feel?