It’s probably happened to you. You order something – say, a bed – from a shop that promises ‘Free delivery and set up’ and it arrives, as promised. And they even take away the old mattress, as promised. But the bed won’t go up the stairs, and the men leave it on the sitting room floor for you to deal with when you feel strong enough.
This happened to an E-Myth business coach, who has written about the lessons the shop could learn. She didn’t make a complaint – that would give them an opportunity for improvement – but she won’t go back again.
The lesson is, of course, that it’s all very well having customers, but you need to keep them satisfied. You have to make sure that you can deliver the promise that the customer thinks you’ve made.
Here are four areas to consider in bringing maximum value to your customer:
- Product design and strategy: Do your products do what you promise they’ll do?
- Your production process: Your product must be of the highest quality and streamlined to minimise cost.
- Your delivery process: Your customer must feel the BEST about the decision they have made.
- Customer service: This is where you have an opportunity for competitive advantage – e.g. by additional information, follow-up assistance, advice, notice of upgrades
No promise is more important to keep than the one you make to your customers about your products or services. You have to prove that you understand their needs and that they can rely on you to give them what they want. The only way to ensure that your clients get exactly what they need every time is to create a system to deliver it.
In other words, delivering on your promises is your mission.
You can read the full article on the e-myth website.