Wonderful, Overwhelming, and Wild!

WOW! - Wonderful, Overwhelming and Wild!

We all strive to deliver our commitments to each guest visiting our communities. Pulling delivery off requires us to think and anticipate how we can outperform expectations. Our team needs education and empowerment to be successful. We want our guests to respond with a “WOW” to our efforts. We want them to have a Wonderful, Overwhelming, and Wild customer service experience.

To begin this quest to "WOW" our visitors, we must clearly understand who our client is: “A client is the most important visitor on our premises. They are not dependent on us – we are dependent on them. Our client is not an outsider in our business – they are part of it. We are not doing our clients a favor by serving them – our clients are doing us a favor by giving us the opportunity to serve them. A client consists of a prospect, a resident, a family member, a vendor, and anyone else whose life we may touch.”

Exceeding expectations does not require a treasure chest of money, time, or energy. A simple smile, a warm greeting, assistance with opening a door, or anticipating every need of our residents during the move-in process is what is necessary. Exceptional achievement exists when everyone is committed to doing whatever it takes to satisfy our clients. Preparation and anticipation are a major part of this dedication!

Our commitment to our visitors’ positive experience begins from the moment they drive up to our community. Commitment is evidenced by the appearance of the grounds, the cleanliness of the parking area, and the warm feeling they receive once they enter the community. The perception or first impression is heightened by the attitude of every team member. Warmth, as all of us know, is felt even without a word spoken.

What we have to offer may not seem unique in the marketplace. In fact, our clients can secure the services we offer from several other sources. Then, why should those clients come to us, rather than go to our competitors?

At times, our perceived uniqueness may come down to one or two ingredients. A unique feature, an attitude, a presentation or most importantly, a feeling can position our community as positively unusual or more desirable. This experience may be all we need to gain a competitive edge within the marketplace. Dare to be different by expecting every team member to go out of their way to highlight our uniqueness by our total commitment to every client.

Our clients will not focus on the similarities of services between a competitor and us. They will remember every opportunity we execute to solve their problem and make things right for them. In each case our client shares their concerns with us, initiate the following:

• Thank a complaining client
• Apologize for a mistake or misunderstanding
• Share with the client of your intentions
• Ask for all the details
• Return with a solution
• Follow up in a timely fashion
• Ensure systems are in place to prevent future similar mistakes
• NEVER GIVE AN EXCUSE!

The “WOW” program is not spelled out in our brochures, not in our printed ads, not in our web pages, and not posted throughout our communities. It is all about personally doing something for someone coming from our hearts. Our guests will recognize our honorable deeds and attitudes and will communicate our efforts to others via the most powerful media available, word of mouth. We have all heard “laughter is contagious.” A cheerful attitude and willingness to do honorable deeds is contagious, as well.

Word of mouth can either make us or break us. It is the most powerful marketing tool we have. Negative or positive comments about our service can do much to influence the opinion of other potential clients!

Remember, our “WOW’s” starts within our organizations and are highlighted in all we do for our clients. Celebrate the team members who have gone the extra mile to meet our client’s needs. Congratulate those who exceed our resident's expectations and look for winning opportunities within the community. Recognize team members who exemplify excellent service thus creating the “WOW” for the guests, residents, and visitors. Doing so will make an impactful difference in our culture.

Thank you in advance for the “WOW’s” you and your team create daily. Our teams ARE the difference!