“Wow! This is amazing!”
Those are words we always want to hear from the World Protection Group (WPG) and 001 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.
The WOW factor is so important that it should be embedded into the DNA of each of our employees. In order to attain this, the corporate has to make the decision to adopt a Gold Standard culture in the company, which is the best model in delivering the WOW factor. Before establishing his own company, Mr. Kent Moyer took extensive classes at the Ritz-Carlton Leadership Center and received certifications for his trainings. He then utilized his knowledge and experience to train his WPG corporate team and Executive Protection Agents to have the WPG Gold Standard culture flowing in their blood. They are able to perform and deliver the WOW factor on a daily basis. Besides orientation and training, employee engagement is as significant. WPG selects employee of the month to recognize their outstanding performance and their service years. We also write our employees birthday cards for their birthdays to show our genuine care for them. Moreover, there is once-a-week engagement email as well as yearly weekend management retreat. When employees are being recognized, they are motivated to strive to achieve more, therefore delivering stronger WOW factor to our clients.
Having happy and engaged employees is as important as having satisfied clients. We have to make sure that our Executive Protection Agents are proud of the company they work for and have commitment to excellence. They have to be passionate in delivering the WOW factor every single day because clients are our most valuable assets and we have to make them feel cared, respected and well-protected. Our goal is to develop a strong emotional connection of trust with every client and to deliver a daily WOW factor.