The Wow Gap

Wow is the distance between expectation and experience.

And the bigger we make that gap, the
bigger impact we have.

In the service world, when our interactions are over the top
for no good reason, when we deliver so much wow that clients have no choice but
to tell their friends, people love us forever. Even if it’s as simple as
sending a text message to someone who took the time to reach out, our immediate
response can overwhelm someone to the point of shock.

I recently commissioned an illustrator named Jose to do a
series of nametag cartoons for me. Considering I was only paying him five bucks apiece,
I didn’t expect much. History taught me that we get what we pay for.

Except for when we don’t.

The work Jose delivered was so unbelievable, so unexpected –
and so criminally inexpensive when you consider the gap between experience and
expectation – I not only showed his work to everyone I know, not only hired him
for a series of future projects, but I also sent him a substantial gratuity



Are you growing the gap between expectation and experience?


For the list called, “14 Things You Don’t Have to Do Anymore,” send an email to me, and you win the list for free!

* * * *

Scott Ginsberg

That Guy with the Nametag

Writing, Publishing, Performing, Consulting

Yes, I do more than just wear a nametag all day.

My enterprise is actually quite robust. I add value to my clients in several cool ways.

Explore the myriad ways you, your people and your organization can leverage my talents.

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