Why (although you tip well) you still aren’t giving enough

The car wash employee, the cashier at the local grocery mart, the waitresses and cleaners and gas station attendants. Do we even see the people that are serving us? Do we look them in the eye, notice their name, and make a connection with them? Or do we avoid eye contact, mumble our thanks and tip them like we should. We have an opportunity there to stand out, to recognize their humanity and to truly appreciate their service. If we looked at it like a friend doing a favor for us, instead of a random stranger just doing their job, we could create a much happier experience for everyone.

Those people who are washing our car, serving our food, and picking up our garbage are adding something to our life, they are making it happier, easier or better. Of course we tip them and say thank-you. But do we ask how their day is going? Do we treat them as individuals?

Think of it from the other perspective. When you get a server at the restaurant who’s extra kind, who remembers your children’s names, and makes the effort to not just “do their job”, but to see you as important and valued, how do you feel? I know I get a little glow, because it was unexpected, above and beyond what the job demands. We can meet them halfway though. They don’t need to just brighten our day, we should try to bring sunshine to theirs. You would be surprised at the friends you’ll make, the stories you’ll hear and the happiness you can create by truly seeing the people who are serving us and making every interaction not just another dull exchange, but an experience.

The "Wow Factor"

The term the "Wow factor" was well described by Michael Hyatt. He said that it's the gap between expectation and what you actually receive.

An example:

Going to an after hours care center here are my expectations: comfortable, quiet sitting room with a TV and some magazines, I expect to fill out a lot of paperwork, wait for about 40 minutes before being called to the back where the doctor will appear and disappear sporadically with long waits in between. They will give me a diagnosis and a prescription and i'll leave.

I  recently visited a different urgent care center and was blown away by the service I received. The waiting room had huge fish tanks and water fountains, a child's play area, and free coffee. The receptionist took us immediately, filled out our paperwork for us, and sent us directly back. We were sitting with the doctor within 8 minutes and had her full attention for a good 20 minutes while we figured out what was wrong. Within a half hour, we had left with a solution to our problem, and a fantastic experience at the doctor's office.

Was all that necessary? Maybe not, but because they exceeded our expectations, we were super grateful, happy to refer them, leave feedback, and promote them. We now drive an extra 25 minutes when we're sick to visit this same establishment.

Seek to provide more value than people are expecting, give them the opportunity to be "wowed".  It will create satisfied and loyal customers for your business.