Last week I placed an order online for an item I needed urgently for a presentation. I specifically chose the quickest delivery method and a day I knew I would be available to take delivery. On the chosen day, the hours ticked by and no parcel was delivered. I checked my emails and the parcel tracking stated it was delayed but had no revised delivery date. The weekend came and still no parcel.
On Monday morning I telephoned the company and after explaining the urgency for the product, the advisor assured me the company would ship a new order for me on an express delivery before 1pm next day.
By 9am the next day my parcel had arrived!
Not only had she listened and understood my predicament she had taken action and kept her promise.
There are going to be times in your business when things don’t go as planned, but keeping your promises will build trust and loyalty and ensure customers come back for repeat business. I will certainly be using this company’s services again and will recommend them to friends and family.
Keeping your promises to customers comes in all shapes and sizes -
Do you call a customer back when you say you will?
Do you deliver your products in the time period stated to the customer?
Do you arrive on time to your appointments with clients?
What can you do to keep your promises and ensure a happy customer?
Be honest and open from the start
Customers appreciate honesty and it creates a relationship built on trust. People prefer to do business with people they trust.
If there’s a mistake, delay or issue with their order, inform them immediately and come up with solutions to resolve the issues.
Set realistic and achievable targets
Do not promise something you cannot deliver.
By setting realistic and achievable targets, you not only manage your customer’s expectations but you have the opportunity of over-delivering and affirming to your customer you are a company that puts customer’s needs first.
Ask your customers for feedback
By asking for feedback you discover if the service and promises you are currently offering is still what your customers are expecting. They may prefer shorter delivery times, more product lines or even just a friendly and knowledgeable voice answering the phone when they call your company.
By listening to your customers, you can analyse and re-address your company’s core values and customer service promises bringing them in line with your customer’s expectations.
And finally – Do what you say you will do.
Sounds simple, but that’s all the customer wants.
By keeping, and exceeding, your promises you give your customers the ‘WOW’ factor!