The manager picks a “WOW” of the day to add to the otherwise qualitative report. The distractions were a huge relief to his exhausted mother!Įmployees are encouraged to share the WOWs they deliver with a manager who compiles a daily operations report for the parent company. Or they might think, ‘What can I do to alleviate something for a customer?”Ĭase in point: An employee delivered coloring books, iced tea, popcorn and a movie pass to a rambunctious youngster who’d ridden in a car for 11 hours. “Employees hear things from guests, and they’ll want to do something to make the guest’s day more special. “‘WOWs’ are more a result of conversations,” says Rainin Brown, operations manager at the Crowne Plaza Wilmington North. Employees are trying to come up with the next best idea.” So they wanted to do more, and asked if they could get more creative and personal with their “WOWs.” When employees started doing that, they saw guests’ enthusiastic responses. Leadership just suggested they use them to make customers feel special. There weren’t rules on how or when to do it. How ‘WOW’ worksĮmployees were first given a stash of bonuses, such as coupons for drinks and breakfast and room upgrades, to hand over to guests when they felt it was appropriate. 1 on TripAdvisor’s customer reviews in its market. The Crowne Plaza Wilmington North has also been ranked No. Plus, their employee satisfaction scores have surpassed all other properties’ in their corporation. They turned it up a notch recently with the WOW Program and received its parent company’s Year Over Year Improvement Award. And it’s earned them decent “Guest Love” scores - their form of customer satisfaction ratings. “The ‘WOW’ Program has been the secret weapon behind our ability to create memorable stays for our guests.”Ĭrowne Plaza employees have always been encouraged and willing to go the extra mile for customers.

“We’ve always erred to the side of hospitality,” says Julie Shaw, director of sales at the Crowne Plaza Wilmington North.

Employees have done small, sincere things - such as warming cars in the cold North for a Southern guest, passing out cookies and flowers with personal notes and preparing condolences for guests who’ve lost loved ones - to win “Guest Love.” The best part: These aren’t grandiose gestures that break the bank. That’s how one small organization sees it - and its employees are winning awards with their grassroots, front-line approach to remarkable customer service. Or you could make ways to “wow” them almost every day. You can find ways to “wow” customers from time to time.

How to get to deliverance point wow