To Get Their Devotion, Deliver on What You Promise
“There is a growing case of corporate memory loss that annoys and aggravates customers every day. A customer calls in a product return and is promised a mailing label that never arrives. An appointment is made for home repair and the workman shows up without the right parts. A promise is made for exceptional extended warranty service, yet the process is sloppy and unwieldy. The customer has to strong-arm his/her way through the corporate maze just to get basic things accomplished. They’re exhausted from the wrestling match, they’re annoyed, and they’re telling everyone they know. And, oh, by the way, when they get the chance, they’re walking,” says Jeanne Bliss, managing partner of Customer Bliss, in her book “Chief Customer Officer: Getting Past Lip Service to Passionate Action” (Jossey-Bass, 2006).
So, this holiday season be sure to deliver on those hefty promises. If your thing is good customer service, train and monitor your service reps on a daily basis. If you tout a guarantee, always make good on it. “Sometimes” is not acceptable. If you honor everything you tout, it’s guaranteed your customers will respect—and buy from—you more.