Do you do what you say and say what you do? In my experience, many business owners say they will do something but don’t actually deliver. Perception is everything and if your prospective customers think you won’t deliver, they will go elsewhere and buy from one of your competitors. People buy from those they know, like and trust and in this instance, if they get to know you and you don’t deliver in one area, they know it’s quite likely that you won’t deliver in another. Let’s take a look at some examples.
If you promise to email or call someone at a particular time and you don’t do it, what do you think your customer will think about your business? I recently arranged a meeting with a local business owner which was at his office. I arrived on time and the receptionist told him that I was sitting in reception. I waited 10 minutes and then I left. I did tell the receptionist that I was leaving and she didn’t offer to call him or try and stop me from going. Later in the day I received an email saying that he didn’t know why I’d left because he was only running 15 minutes late … If he’d even acknowledged that I was there and maybe popped out of his meeting to reassure me that he wouldn’t be long, I would probably have stayed and waited for him. Since then though I have seen or heard of other examples in this particular business which show that this wasn’t an isolated incident.
Have a good look at your business and your habits and see if you always do what you say. It’s often better to under promise and over deliver. How good will it feel to deliver your project/service early because you’ve given yourself plenty of time rather than deliver it late because you’d tried to impress your client with a quick turnaround and not been able to do what you said.
At the end of the day it’s about managing expectations. Your client will respect you so much more if you are open and honest about time scales for example. They would rather wait an extra few days and have a fabulous product than have something delivered in a shorter time and not really be quite what they wanted.
Websites are a great example. A local web designer is so popular that you can’t book time in his diary for 3 or 4 months. People wait though because he is excellent and well worth waiting for. He delivers on time and the resulting websites are fabulous.
Always ask for feedback. Take it as an opportunity to improve your customer service and make it even better than it is already. Feedback is the best way of finding out what your customers really think about you and your business; use it in a constructive way so that you deliver the best possible service and get more testimonials and referrals and therefore more business.Do It Now!