Do you know what the world’s simplest formula for a happy customer is? It is surprisingly simple.
Here it is: Do what you say you’re going to do.
Doing so results in happy customers as well as happy employees. When you articulate what you stand for as a business and or as a leader and act accordingly you’re seen as credible. You build trust and respect with the people who matter most to you because you do what you say you will do.
The moment you fulfill your promise a customer and or employee feels good because their interaction and transaction with you was completed in a way that’s in alignment with what they expected. In essence, you’re making a persons life easier because you are confirming they made the right choice in choosing to do business with you. When you don’t act in ways consistent with what you said you’d do your credibility goes down, trust goes down, and customer loyalty goes down also.
I’m experiencing that firsthand where I have reached out to a particular organization where I shop and asked for an update on a particular product. Not once, but twice. I haven’t heard back from them. The first time I asked, they said, “yes, we’ll get right back to you.” One week went by. One week! And I didn’t hear anything. Then I tried to be somewhat light and said, “hey, whoever has the information about where the particular product is, can you go hit them over the head, can you shake their shoulders and tell them, the customer wants to know? And we can’t tell them one or two more weeks. He wants to know specifically.” That was on Monday of this week. Five days later…no call. Nothing.
So now I’m in a difficult situation. I like the people and I like the product, but they don’t do what they say they’re going to do. Now I’ll have a conversation with the store, but some of your customers are not like me and won’t have a conversation with you. They’ll just leave.
Ladies and gentlemen, this week; where are you fulfilling the promise you’ve made to your customers or your employees? Where are you doing this well? Identify it and celebrate it.
And then ask, “where am I not living up to my promises? Where am I not doing what I said I was going to do?” If it is with a customer, TODAY, not tomorrow, implement one strategy to alleviate this because it is the death knell to your business.
Do not let today go by without identifying one place where you’re fulfilling your promises and one area where you’re not. If you do so you’re going to have a fabulous week!