From Kent Moyer, CEO of the World Protection Group:
“Wow this is amazing!” is something we always want to hear from the World Protection Group clients every day. To achieve this, we need to know what the WOW factor is, what it comprises and how to deliver it. Simple enough, a WOW factor means a quality and feature that is extremely impressive. In the Executive Protection field, it is critical to not only satisfy clients’ needs, but also make them feel impressed and leave a lasting footprint on them.
Kent Moyer, the CEO of WPG always says, “Anticipate the needs of the client before they ask.” One of the elements of the WOW factor is to develop an excellent service culture. When you provide a Gold Standard personalized service for your client, he/she might not expect that but is bound to notice. You have to always keep your radar on and antenna up. Listen carefully and look for opportunity. The more you understand the clients’ personal life, such as their birthdays, hobbies, daily schedules and social life, the more personalized your service can be, such as writing a card for your client’s birthday, reminding your client his/her doctor’s appointment or dinner plans. This also leads to the ability to be able to evaluate any potential harmful and threatening situations, as well as anticipate their wants and needs. A high level of trust and an emotional connection can hence be formed. For instance, if the client is having dinner with friends in a crowded restaurant, it is crucial to be extra vigilant to the surroundings, assess potential threats, and predict client’s needs. When you aim beyond excellence, and turn ordinary to extraordinary, it makes a significant difference in Gold Standard customer service.