Don t Promise Too Much

Don t Promise Too Much I recently purchased a computer system, took my family in a theme park and fly an airline that have been rated top in their respective areas of service. They have won awards and have been widely cited as examples of quality of service action.I ended up being disappointed. Not that the service was bad - in comparison with others in their field, are much better. But I expected much more.For for example, the computer has praised his service company No. 1 ranking in a very recognized investigation. This was the main reason I bought the system. However, my calls for the installation, troubleshooting, and integration with other software and hardware are not without conces, I met a person who has demonstrated service expected.The fallible human beings who are struggling to respond to phone. They were better than others that I work in the field. But in an industry that pays little attention to customers, this does not mean much.This is important to understand the causes of poor customer service. It is not always a matter of performance, can be expected, as well.To attract new customers, many organizations promise great service, the display of their price or quality of service, or survey data shows that make them leaders in their field . But more is expected to raise the bar. It becomes difficult to meet, let alone exceed them.Here are some ways to keep customer expectations at hand? Be very careful with the promises you make or behaves in your advertising, catalogs, marketing and public relations. Make sure your vendors, dispatcher, receptionist, office staff and command, designers, or someone in your organization who has contact with customers are less promising that your organization can offer. Continue to research and test your expectations and the factors influencing more. Do one and, ultimately, an organization accustomed to a po 'of promises and a lot to offer. Train your sales team to go after these niche markets where the expectations match your capacity to deliver. It must become the company strategy of dollars that all sales are not equal. Some clients have expectations that you can not answer or will be very expensive. Do not try to negotiate the expectations of your customers down. You will lose this opportunity to improve, it is also the risk of losing a client to someone who can meet its performance expectations.Low intended to be non-increasing expectations of attracting new customers. They have promised more, and under-delivery. High-performance, know that the secret to success is to under-promise and overdeliver. This is the way he has built a reputation for service and keep customers coming back.About The Author   Jim Clemmer   Originally appeared in Jim's column in The Globe & Mail. Jim Clemmer is a successful author and teacher of inteational reputation, a workshop / retreat leader, a team of developers and management on leadership, change, customer focus, culture, teams, and personal growth. Over the past 25 years has made more than two thousand measure presentations, seminars and retreats. Jim books five inteational best-seller The VIP Strategy, firing all cylinders, the routes of supply, increasing the distance, and the chef's Digest. His website is Source: