Pattern for Excellence - Brigham Dickinson - Bog

Why precedes WOW! In other words, the prerequisite to delivering WOW customer service is to lose ourselves in a cause that we believe in and is greater than us. We can't do that without first identifying the needs of those we serve and acting in innovative ways to meet and exceed their needs. While modern technology enables us to spread information faster and more efficiently, it offers limited face-to-face interpersonal interaction and can rob us of the social skills necessary to interpret our employees' and customers' attitudes and emotional needs. An inability to effectively build these key relationships impairs our capacity to unite our employees behind a great cause and keeps us from creating WOW Experiences for our customers. When our time is devoted to a practice born out of principle, the work becomes greater than us. Our fears diminish, and our stamina is enhanced because of our inner drive to do the work. Habitual distractions dissipate. Doubt is cast aside. Outside forces and circumstances gradually fade until all that matters is the work itself--and the progress, success and personal fulfillment we experience in doing the work. What brings us to WOW and keeps us delivering WOW Experiences is our commitment to that noble cause, mission and purpose. WOW is about manifesting LOVE...love of purpose, people, product, customers and the cause. Once you and your team are aligned behind your cause and have mastered the principles found in the Pattern for Excellence, you will WOW more customers!