The Wow Factor
As some of you may have guessed, I had a colonoscopy last week. While this was routine and everything was normal, I was impressed by three other things which happened. First, the staff immediately gave every patient a postage paid evaluation (one page) to send in later. Then they also gave every patient a carnation with a "thank you for choosing [name of hospital] on it. Finally, the computer technology in medicine allows for almost immediate feedback of pictures no less, and I was provided with a copy for my personal files.
All of these were on top of excellent and professional service and were what marketing calls "wow" factors. I began to see that while a wow factor may not be truly appreciated at the time of service and takes extra work and money, it does become appreciated later. What are your wow factors?