Comments on: Trust me – We’re great!

By: Marketing customer service value | Jim's Marketing Blog

Marketing customer service value | Jim's Marketing Blog — Mon, 08 Jun 2009 14:23:25 +0000

[...] Every business I have ever studied promises to ‘go the extra mile,’ yet as we all know, great customer service is all too rare. It’s so rare that when we experience great customer service, it REALLY [...]

By: Priya

Priya — Sun, 03 May 2009 11:38:15 +0000

Jim
Taking the thought a step further – isnt that the essence of truly great companies – integrity? Integrity in walking the talk and living up to what is promised. It may not be the biggest or flashiest brand name on the market – but does it care and does it deliver? I believe companies where leaders show integrity and honesty build a culture of trust and integrity which in turn ultimately translates into customer experience – and retention.

By: Bradford Shimp

Bradford Shimp — Tue, 28 Apr 2009 21:46:54 +0000

Sean – I see where you are coming from. I think there is bigger problem of sales people overpromising knowing full well that they will underdeliver.

I don’t see a lot of people setting expectations too low, otherwise how would they get business?

What I don’t think you should do is promise everything and the kitchen sink. Promise what you know you can deliver consistently, and you’re golden.

I appreciate that you always go above and beyond, as do I. I think you can communicate this without painting yourself into a corner with a customer.

By: Jay Ehret

Jay Ehret — Mon, 27 Apr 2009 20:17:13 +0000

Spot on, Jim. Marketing creates a preconception about your business. The customer’s experience has to match up with that experience or the marketing investment is wasted.

By: MTD Sales Blog

MTD Sales Blog — Mon, 27 Apr 2009 19:53:20 +0000

Bradford

It’s not hard to overdeliver on most of the promises that are made nowadays!

“Under promising and overdelivering” is archaic and if someone knowingly under promises then “over delivers” then that is unethical.

I set very high expectations not “reasonable” ones and then I go out to blitz them. That’s what I believe in and why I continually raise the bar.

Am I insecure because I over promise? No way. I believe in what I do. Does that mean that I dont get the credit when I fallshort sometimes? Absolutely. But I believe in doing things the right way and all of the results I’ve achieved and those for my clients have backed that up

Sean

By: Marketing Specialist - Jim Connolly

Marketing Specialist - Jim Connolly — Mon, 27 Apr 2009 17:03:40 +0000

Some great comments here!

Thanks,

Jim

By: Bradford Shimp

Bradford Shimp — Mon, 27 Apr 2009 16:55:02 +0000

I have been giving a lot of thought lately about how to communicate trust. It is one thing to know that you will do a good job, another to get potentials to believe it.

I agree that the best way to earn trust is to consistently deliver. That is how we build trust in relationships, why should it be any different in businesses?

Sean – I am not sure how overdelivering can be seen as unethical. I think we should always try to overdeliver, no matter how high our promises are in the first place. On the other hand, if you set expectations too high, and you fall just short, you are not going to get too much credit for trying. I think overpromising is a bad habit of insecure salesmen (yes, I would fit into this description). Be secure in who you are and what you can reasonably do – then strive to do even better.

By: Scott Miller

Scott Miller — Mon, 27 Apr 2009 15:38:54 +0000

Great post, Jim. Recurrently fulfilling on promises is the key to succeeding in the service game. The best way to establish a positive identity.
more thinking on this at http:// thebusinessofservice.org/?p=137

By: MTD Sales Blog

MTD Sales Blog — Mon, 27 Apr 2009 15:22:03 +0000

Yes, good points.

I’d be a rich man if I had a pound for every company who says “One of our USP’s is that we deliver excellent customer service”

1. I’d bet that they don’t REALLY deliver excellent customer service and that it’s somewhere between 7 and 8 out of 10

and

2. Excellent customer service is not a USP because it’s a given in today’s demanding world! And every company says they do it so it’s not unique!

Trust is built by delivering on your promises.

It’s not about under promising and over delivering though – that’s not ethical. Instead you “wow” your clients with accurate promises and then knock their socks off!

That is, if you want to be the main player in your industry!

Sean McPheat
The Sales Jedi
MTD Sales Blog

By: Michael Ray Hopkin

Michael Ray Hopkin — Mon, 27 Apr 2009 12:50:46 +0000

Jim, you are spot on — matching actions to promises is key to gaining the trust of customers and prospects. Smart leaders understand this concept and right now are working to ensure their organizations are aligning their message with their products and services. They are delivering a consistent, clear message to their market. They realize that when a customer makes a purchase they are ultimately buying the people, not the products or services. -Michael