If you make good on the “promise” of delivering a product or service, your customer is happy. But, what if you over-deliver on your promise? Imagine the word of mouth and goodwill that will generate for your company. Is there any reason your company can’t?
Your clients come to you with an idea in mind of what they’ll be getting, right? They go the dentist and know what they’re getting, they come to a marketing firm with an idea of what you can do for them. They walk into a clothing store – it’s clothing; you’re an accountant, they expect to have their facts and figures taken care of and be on their way.
- You’re transparent in your dealings with your customers. Make certain they understand the process, how long it takes and what they’re paying for.
- You’re consistent. Explain your firm’s procedures and treat all customers equal. While loyal customers may subconsciously have a higher priority you don’t want to make exceptions or create expectations.
- You’re honest. If something goes wrong, own up to it.