The WOW Factor!4 min read

Forty-eight years ago, last month I experienced greatness in the making, however, I just didn’t know it at the time. As a bright-eyed 16-year-old, I attended the Orchestra Palace Theater in downtown Providence, RI on Saturday, April 27, 1974, to enjoy a concert. The bands playing were Mott the Hoople in the lead with Ken Lyons and Tombstone as a local backup band of which I was both familiar with. However, there was one other backup band that I was unfamiliar with that was placed in the middle.  

When the unknown backup band came out on stage, they obviously were like no other band I have ever witnessed. They were absolutely electrifying. They possessed an energy that was incredible which played through their music. The lead singer wearing a tight jumpsuit was pacing from one side of the stage to the other while wheeling the microphone stand in the air like a baton. They simply captivated and mesmerized the audience for the entire time that they presented on that stage. It was a gift, an unexpected surprise that impacted me in such a way that I’m here sharing it with you forty- eight years later. 

Yes, that band was Queen. I witnessed Queen before anyone really knew who they were. They were so entertaining that when the lead band came to play, the sentiment at least mine was, “send them back and just get those other guys back on stage.”  

Why do I share this story and what does this have to do with business? Actually, it has everything to do with business. I attended an event and was surprised with something extraordinary, something myself and no one else in the crowd expected. We were blessed with a gift that evening that still resonates with me forty-eight years later. They gave us a performance that we will always remember. I’m sure some of you are thinking, “My God, I would’ve loved to have that chance to see Queen before anybody knew who they were.”

I share this because what would happen if you, as an organization, created that wow for your clients that they can’t shut up about it. What would happen if a product and/or service experience with your organization by a first-time customer replicated this type of feeling? An experience that the customer wasn’t quite ready for, a completely unexpected and pleasant surprise. An experience that they could not stop talking about. An experience that they would tell everyone they knew. An experience that would be your marketing brand felt through-out your community for years to come. An experience that is simply called “The WOW Factor!”  

That WOW Factor will create this experience where your customers are telling their friends, “You have to do business with these folks because they are amazing.” Think about an experience you went to, whether it be a restaurant and the waiter or the waitress was on their A game and they were upselling you and they created an experience that you go out and tell your friends is, “You have to go there. That place was amazing.” Or you went to a show where that show amazed you in such a way that you tell your friends, “You have to see this show. They were fabulous.” Or an organization that you deal with, they’ve given you such great service, such great follow up. They were so systematic. They delivered their products and services with ease and excellence to where you will always go back to them. And again, you can’t shut up and you tell your friends and say, “If you ever want to do business with somebody in this industry, that’s where you need to go.”

I encourage you to empower yourself as well as your team to each come up with one idea of which your organization can set themselves apart from the rest of the crowd. Brain storm and mastermind these ideas at a morning meeting with your entire group. Place your energy in this area and before you know it the community just may be singing praise about your WOW Factor!  

COACH MICHAEL DILL is an Award-Winning Certified Business Coach, global speaker, and published author. He is a proud Action Coach Franchise partner as well as the President of Power & Ice Wealth Creation a strategic leadership company that works with business owners, leaders, teams, and entrepreneurs to both develop a systematized and structured organization while accelerating their mindset, efficiencies, and effectiveness to grow both personally and professionally to achieve extraordinary results. He brings more than 40 years of business and entrepreneurial experience in his leadership, team training, and mentoring practice.

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