- Empower your employees - Teach your employees that providing "WOW" service is a committment to do whatever it takes to serve a customer, and allow them the freedom to make decisions on how to provide "WOW" service to your customers. This empowerment is not only cruicial in being able to provide strong service, but it will give the employees sense of importance and value within the company.
One example of empowerment can be found at the Ritz-Carlton. They allow their employees the autonomy to provide services they see fit to please a customer, and allow the housekeeping staff to spend up to $2,000 to solve a customer problem.
- Make "WOW" service part of your first impression - Start this service when potential customers walk in the door. There are ways you can celebrate new customers to show that their business is valuable. Actively promote your vision of providing "WOW" service to all of your customers. Invite them to contact your branch and nominate employees who go above and beyond the call of duty.
Make banking fun for all - some banks setup a children's play area or create child-friendly banking programs and promotions, such as a "build a piggy bank" event.
Another bank created enthusiasm by using a retro "money machine", which is a glass enclosed space where dollar bills blow all around. New customers have the chance to spend two minutes in this machine when they open an account. Some only walked away with $1.00, but the experience was fun and memorable.
- Celebrate "WOW" service - Make it public, and involve both employees and customers. Employees value the public recognition, and your customers will enjoy it too - it will also send a strong message to your customers that exceptional service is of utmost importance to you.
One suggestion is utilizing an award system to recognize exceptional service. At one bank, employees are surprised, often times at their desk with a customer. They are presented with a plaque to recognize their service and Tina Turner's song, "Simply the Best" is played over the loudspeaker throughout the bank. An email is then sent to the entire company stating who won the honor and what they did to earn it. Employees love this as much as the customers!
Another bank also uses public recognition to reward employees. The Senior Retail Officer will visit the employee at his/her desk and present the employee with a boquet of red balloons with the words "WOW" printed on them. The staff will then be led in a cheer in honor of the employee. It may sound silly, but it builds momentum and the employees and customers enjoy it. |
