"In this day and age, it is not enough to have a system in place for dealing with customers' issues promptly and smoothly. Now, you need a strategy with built-in extras, benefits that are above and beyond what the public expects from you and your business. These extras have to be planned into your regular, day-to-day commerce because you can be sure that your competitors are hanging out their own honeycomb trying to attract the same bees as you. I call these built-in extras the 'Wow!' These are the actions you (and anyone representing your business) do for customers and, as a result, your customers actually say 'Wow!'"