Last week I had the distinctive pleasure of bringing 14 of my senior managers to the Gaylord National Conference Center for the INC 500 conference; where we were recognized for the 2nd year in a row as one of America’s fastest growing companies.

The conference is an exhilarating affair to build teamwork, excitement and leave with the right attitude to win the award and return again next year!

The conference drilled into us the benefits to be derived from ‘wow’ customer service. For example, Tony, the CEO of Zappos, and Jim Collins author of Good to Great, both regaled us with stories of what that might be.

Our company has a Raving Fans –do what it takes philosophy; and the speakers resonated well with us.

But I was totally blown away by the completely unexpected ‘wow’ event of the weekend performed by a member of their staff.

I try and work out every day, and your exercise room is phenomenal. But I had forgotten a pair of shorts; and a tuxedo seemed a bit confining and an unwise exercise choice. I went to the gift shops to find a pair. Donica Hance told me that she had put them away for the winter, and would check the back room. Alas, there were none in my size. In any other retail experience, that would have been the end of the story. But not with Donica.

“I pass by a Walmart on my way home, and let me buy you a pair – courtesy of the hotel; as we should have had what you needed”. I’ll call when I get in tomorrow and you can pick them up here.” WOW!

She did just that, and they were terrific. I was bragging about her to my colleagues and others at the conference all day and continued telling the story that night, (albeit while wearing the tuxedo) and they challenged me – the fifty five year old senior in the group – to show them what good it did. I dropped and gave them 20 pushups.

What a terrific associate and what a fantastic way to make your customers feel more than welcome – but truly an honored guest for which nothing is too much.

Wow!