by Claribel Coreano
For those who have held leadership or entrepreneurial roles, the importance of fostering team encouragement, employee engagement, and satisfaction is well-known. Similarly, entrepreneurs must find ways to keep clients engaged with their services and connected to their business. How can leaders and entrepreneurs alike promote a positive workplace or business culture? A culture that not only appreciates its employees or clients—especially those who consistently go above and beyond—but also recognizes the significance of the subtle, remarkable actions that employees take which often elicit a "wow" response for being impressively unexpected. Or when an excellent report from an external community network about a person triggers the same "wow" reaction, even when we were unaware of their actions.
Now, let's delve into what this "wow" factor is all about. Have you ever heard of the "wow factor"? If yes, that's great! If not, this article will provide a quick motivational explanation of the concept. The "wow factor" is a term commonly used in business to highlight why some employees stand out from their peers through their actions. It's the quality that keeps loyal customers returning to a business or seeking its services because it surpasses their expectations. As consumers, we all anticipate experiencing that "wow factor."
The "wow factor" might seem a bit over the top, or like a catchy business sales pitch, but it's more than that. It's a way of being and interacting that transcends ordinary expectations, creating memorable experiences that resonate with both employees and customers.
In comparison, there's a concept similar to the "wow factor" known as "the Fred Factor," which is inspired by a real individual. I've applied this concept during staff trainings and retreats to motivate staff and impart effective customer service skills, as well as to encourage employees to excel in every aspect of their jobs. It emphasizes that going above and beyond involves creating outstanding community engagement relationships that benefit both the client and the agency. The Fred Factor is based on a real-life postal worker named Fred, who was renowned for his exceptional service.
Fred was beloved by all; his name and the quality of his interactions were unforgettable. He consistently received excellent reviews, even without solicitation.
What made Fred so special? What was his "wow factor"? The Fred Factor is defined by four principles:
1. Everyone makes a difference. Ask yourself, "Did I contribute positively today?"
2. Success is built on relationships. Consider, "Did I personalize my service to others?"
3. Continuously create value for others. Remind yourself, "I strive to reach my potential every day."
4. Regularly reinvent yourself. Reflect, "I have the power to shape my life."
We've learned how to make an impact by embracing the "wow factor" or "Fred Factor" in business and entrepreneurship. Now, consider this: "How can we implement and practice this 'wow factor' daily in all our relationships?" Continue practicing until...
Resource:
Articles:
“The Wow Factor in Business,” by Neil Kokemuller, consultant , www.smallbusiness.chron.com
“How to Identify and Cultivate Your Company’s “Wow” Factor”, www.forbes.com
The Fred Factor: The 7 B’s of Relationship Building- www.marksanborn.com
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