
It’s surprising how easy it can be to WOW people.
Yet, in the crush of our busy days we are focused on getting things done and checking off our to-do lists. As the day heats up we fire-fight, multi-task, prioritize, work through lunch, come in early, and stay late. And, in the process we usually do a good job on accuracy and product quality — and we can sometimes become blind to doing the little extras that could make the difference between satisfying and or wowing employees and/or customers.
Let’s take a moment to reflect on the Wow experience. Consider:
- What have people done that has Wowed you?
- Have Wow experiences ever changed your attitude and behavior?
- How can you tell when you’ve Wowed someone else?
- What’s the impact of “Wow!” and is it worth taking time to create it?
About 20 years ago, I was engaged as a consultant with a new leadership team responsible for a new company made up of several recently merged manufacturing companies. The V.P. of H.R. was my principal client and I often received support from his assistant, a woman named Gail, a special woman who knew about the power of Wow. Gail showed us how investment in details can transform an effort from good to Wow. To this woman, it was simple: “Let’s make it nice.” This was Gail’s approach with people in general, in both her work and personal life. And, what a difference she made for people and for the organization. The thing is, we can all make this difference – it’s all about creating the “Wow!” and it takes remarkably little time and effort.
Following are two typical situations where the “Wow!” is available to us, in the details.
Reward: Team Lunch
Option A: Getting it Done | Option B: “Making it Nice” | Results |
Order plenty of pizza with different toppings | Table cloths | Option A: Creates satisfactionOption B: Creates the “Wow!” |
Place the pizza boxes on a table with paper towels | Plastic forks, knives; straws, napkins, paper plates | |
Include salad as part of your buffet, for people who are trying to eat more healthfully OR provide menus for people to choose their own food | ||
Sodas, water | ||
Paper place mats that say Thank You! with each employee’s name |
Set Up Summer Safety Hydrating Program For Plant Employees
Option A: Getting it Done | Option B: “Making it Nice” | Results |
On the first hot day, find spots to put out water and gatorade | In advance, purchase travel cups with the company logo and each employee’s name for them to use in and outside work | Option A: Creates satisfactionOption B: Creates the “Wow!” |
Communicate in team meetings about the safety issues of working indoors in the heat | Plan the locations of hydrating stations so that they are quickly accessible to all work station and share it as a graphic with your team for their input prior to set-up | |
Review the rules | Print a one page flyer of summer hydration information (from the OSHA.gov web-site) and hand them out in the travel cups during your team meeting | |
Invite your Safety representative to the meeting to talk about the symptoms and signs of dehydration and heat exhaustion and how to deal with them |
Set Up A Company Cook-out For All Employees
Option A: Getting it Done | Option B: “Making it Nice” | Results |
Provide a grill, picnic tables and benches, hamburgers, hotdogs, condiments, napkins and plastic forks, spoons, knives; employees prepare the food | Add salads, beverages, cookies and table-cloths on the tables and designate managers to prepare the food for employees with choices of rare, medium rare and well done | Option A: Creates satisfactionOption B: Creates the “Wow!” |
Schedule it for non-work hours, in advance | Schedule it during employee paid work hours, in advance | |
Have a member of management give a talk before the meal on a business subject | Have a member of management give a talk to thank employees and share good news before the the meal |
Provide an Ice Cream Social for All Employees
Option A: Getting it Done | Option B: “Making it Nice” | Results |
Schedule an Ice Cream Truck to come during paid time and communicate it in advance | Purchase tubs of several flavors of ice cream with a selection of toppings as well as boxes of various ice cream bar treats | Option A: Creates satisfactionOption B: Creates the “Wow!” |
Schedule it during employee paid hours, including either indoor or outdoor seating | ||
Set up serving stations where employees line up in short lines and managers make sundaes to order, employees choose treats |
The value of wowing people is in how it makes them feel: important, cared about, and appreciated. It builds feelings of mutual good will. By making extra effort you’re leading by example. And, you’re building a Wow culture. Is it worth it? You decide.
Please share your thoughts, opinions and experiences with “Wow”. What difference could you make as a leader at work with a little more focus on details, on ‘making it nice’, on creating the “Wow!”?
Revised, Copyright 6/8/2021 by Rosanna M. Nadeau; Copyright 4/28/2014 by Rosanna Nadeau, Prism Perspectives Group, LLC.

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