As simple as it sounds - one of the biggest WOWs comes from doing a great job and being CONSISTENT. Consistency is key and it can be hard to create and maintain systems that build this winning trait especially when you have employees. 

I recommend having a customer experience audit performed periodically by an outside consultant (like me!) who comes into your business and sees what the customer sees/experiences and provide a detailed plan for improvement. Kind of like a ‘secret shopper’ but better. This process ensures a fresh set of eyes and ears on your business. It’s invaluable because everyone is always on their best behavior when the boss is around - but it can be a whole different situation when you’re not looking.

Are they following your consistency plan? Are they treating your costumers the way you expect? Are they providing the same level of service you provide when you perform the service? An audit can answer these questions and more.