How many times have you heard these words when talking about customer service or the work you do for your clients? Do you do it? Really?
Nordstrom has legendary customer service, and I am never disappointed. Personal attention, and the unrelenting drive to have me leave a happy customer. And I do. Even when the alterations done on a suit I bought were not quite right, my frustration quickly dissolved when a quick phone call promised that they’d do it again and fix it, with lightning speed.
One of the very best things you can do for your product or service, and your brand, is to deliver on promises. All of them. Meet deadlines. Return phone calls. Answer questions or offer to find the answers when you don’t have them. And of course, exceed their expectations with whatever you deliver to them.
If you’re not sure whether you’re delivering on your promises, the best and most effective way to find out is to ask them!
One of Altitude’s 60 Minute Marketing tips is to do a quick survey of your customers to connect with them and ask their thoughts. There are so many great tools out there now that make creating a simple online survey a breeze – we like Survey Monkey because it’s super simple and straightforward. Not up for sending out an email survey? No worries. Go low tech and just pick up the phone and call some of your customers. Send them a note.
Most important, no matter what else you ask them, borrow a page from the Net Promoter Score methodology and include the question “Would you recommend us to your friends, and why or why not?” That answer will tell you how well you’re delivering on the promises you make – even unwittingly – to your customers. And you might be surprised at what you learn.
Lastly, make sure that you DO something with the information you glean. It’s not enough to just ask the question and walk away. The best thing you can do for your business and your customers is to address any of the shortcomings you might learn about. Your customers will know you’re listening to them, and the value of your brand in their mind increases.
What are you doing today to over deliver on your promises to your customers?
