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Always Over-Deliver
By Chris Howard | April 28, 2009
How sad it is when the standard mode of operation is that customers are used to broken promises. Well, let’s change that – make your company stand out and learn to apply the principle of “under promise and over-deliver.”
Print up signs that say, “Over-Deliver” and place them in conspicuous spots throughout your office. This is a reminder to every employee what your company policy is.
Don’t make promises that you can’t keep. Nothing loses clients faster than a broken promise. “You’ll have it by Thursday” means this Thursday not some Thursday. It means it will be in their hands on Thursday, not shipped on Thursday! (Remember that their perception is YOUR reality!)
If you know they can have their order in two day, tell them three to four days. They will be pleasantly surprised when it is on the shorter end of the spectrum as most companies usually over-promise.
If something happens to an order and you can’t make the delivery, or if you can’t get out to perform a service within the timeframe you said, call and let them know before the promised date has passed so that they realize that you are on top of it.
If there’s nothing that can be done and you have to deliver late, pass on a one-time savings coupon for the next time your customer buys from you. That will delight them! This makes them feel that they are getting special treatment. Everyone likes to be treated special.
Topics: Customer Service, Customer Service Staff | 128 Comments »
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