Surprise with great service…
I was recently promised a great result from a training organization, and yet, when I attended the session it was far from my expectations.
My expectations had been fueled by the promise of an “informative” and “amazing experience,” with a list of expectations in hand off I went. Instead, I was quite underwhelmed. The instructor was either tired, lazy or bored, maybe all three? The entire session was all about him. I figured, “maybe it was his girlfriend or his mother who sold me,” it certainly wasn’t anyone connected with reality!
As you may surmise there will not be any repeat business with this organization and it has caused me to warn others because of the negative experience.
While enthusiasm and energy are part of sales when presenting your product and service. Am I becoming the skeptic in this world of over inflated promises, even not trusting those who really do deliver what they say they will? Sadly yes.
The phrase “under promise over deliver” needs to become a popular business principle again, marketing and promotion seems more important today. I believe it is better not to promise something to your customer that you cannot deliver, better to under promise and to surprise your customer with more than they expected.
It is more important to deliver what you have promised, from that point on satisfaction and repeat business grows, these are excellent business principles to keep in mind. I thought that everyone knew them to me it’s just common sense.
It pays to be: Honest.
Tell your client the truth in all circumstances. In this way you equalize expectancies and takes off pressure from yourself. If something goes wrong, then your part is done (and you can sleep at night).
Clients want to know what they are paying for. Give your customers the details they ask for so that they can understand how the process works or which procedures are followed in delivering the service.
Explain how it works to your clients. Keep with these procedures and try to treat all customers equally. Making exceptions will put more pressure on your business or create uneven expectancies. This will also help you to know when to say “no” without being nasty or compromising on your level of service.
Above all use your common sense when giving your word, which is your bond, which I believe in the end is more important than hype.