When I made requests such as getting olympic symbol donuts or racing a random person, fulfilling them requires a lot of work, but the results were spectacular. I wonder what would happen if I request something that requires work, but the result was very insignificant? To test it out, I went to Whole Foods and asked to buy a quarter piece of a shrimp.
To my surprise, the two employees treated my request as if it was just another normal request, and they even gave me three quarter pieces. Interestingly, they put the word “wow” on the package. I wonder if it meant “wow moment” for a customer.
Learning: Good customer focuses on action, attitude and effort, not results. A customer could get a ‘yes’ but still feels unhappy, or a ‘no’ but feels very happy. It’s all about the interaction and relationship.