Realistically Promise and Deliver every time

exceptional customer service

Unmet expectations can really damage a relationship. Whether we are talking about a marriage relationship, a friendship or a customer relationship, unmet expectations cause distance to grow in a relationship and damage occurs.  

Now to be fair, it depends on who sets the expectations.  In marriage or a friendship, there are often times where one of the people in the relationship has expectations that are either unrealistic or not communicated.  Those kinds of expectations are unfair and very harmful.  If you have an expectation in a friendship, communicate it clearly. 

I heard a pastor recently say, “Real World Frustration comes from unmet expectations that arise because of poor communication”. Think about that!
 
We want our customers to be happy. When they are buying from us, the tendency is to over promise.  We want them to say yes to our proposal.  The problem comes when we over promise and under deliver.  When we under deliver, we destroy the potential of a long-term customer.

What do I mean by under deliver? Try these examples:

Promise: Delivery:
1. You will have it by Friday. You deliver it on the Monday after.
2. The price will be all-inclusive at $200. It took you a little longer than you thought so you charge $300.
3. Your car will look as good as new. The car looks great, but you forgot to wash the windows.
4. Your boat will deliver years of pleasure. Yes, when it isn’t broken and in the shop.
5. The condo has a view of the beach. Sure, when you tilt your head sideways and squint out of the bathroom window.

If you are clear with your customers in setting up realistic expectations and avoid piling on to secure the deal, you will have loyal customers that respect your honesty. The likelihood of referrals coming your way will greatly increase.

However, if you promise one thing and consistently deliver another, your reputation will someday precede you and it will be time to move on to another profession.

You only get one chance to make a good first impression.

Treat it like a hidden treasure. It will keep on providing for you and your company for years to come.

If you want to know whom the local vendors are in almost any category of business that will do EXACTLY what they say they will do, contact me. I am a professional in surrounding myself with a network of professionals who live and breathe “Realistically Promise and Deliver every time”.

About the Author, Jim Brangenberg

Jim's Mission: To transform Christian-run businesses through mentoring Christian Business Owners (CBOs) by incorporating the servant leadership of Jesus Christ in their businesses, their home life and their walk with Christ.

Jim Brangenberg