The Benefit Of Creating A WOW Customer Experience

It’s mid-afternoon at Skylink when Tim walks in my office.

The sun is shining through my windows, which reflects off the whiteboard onto his face.

Tim looks at me behind my desk and says, “They’re in London.”

He’s referring to a client who made a last-minute decision to attend an industry conference.

His eyes flutter like butterfly wings.

I look at him with an intense, I-have-a-brilliant-idea gaze. You know the kind — strong blink-less stare, followed by a smirk.

Book the flight, I say.

He laughs.

“The conference already started,” he mutters.

That’s great, “go have dinner with them.”

That’s the purpose of this trip. No forced sales conversations. No pushy product demos.

Just dinner.

He looks at me, shocked.

Like a deer in headlights.

Pull up the flights and give the client a call.

He looks at the flights and runs into my office. The flight leaves tonight.

I smile, and say, “Book it! Call the client to make sure they have time for dinner.”