By: Kathy Kent Toney, CEO & Founder of Kent Business Solutions
How many times have you said you would do something for a client or colleague, and you didn’t deliver as promised? Ugh, it’s certainly not a great feeling, especially if you lost their trust or even their business.
There is a better way! You can help prevent similar situations from occurring again by doing two things. I’m sure you’ve heard these “two things” many times before, but I know for me, I like to listen to things repeatedly to remind me of their importance.
Here they are:
Under-Promise and Over-Deliver
There are a couple of ways to go about this:
1. Deliver More than What's Expected
Here’s a good example:
I worked with a local manufacturer to develop a Voice of the Customer process for product development purposes. We had developed the process and realized that automating it would be optimal. At the time, we hadn’t planned on doing this. The CEO asked me to look for process automation platforms that would work for our application.
When we investigated the currently available platforms, there were no cost-effective options. My client wrote off the idea; however, I saw how important this was to them, so I told them I’d try to create a semi-automated one.
For a very reasonable price, I created a PDF process map with links that sent them to whatever documents or systems they needed in the process so that they’d have everything they needed right there at their fingertips.
The CEO was so thrilled with the result! It wasn’t anything they expected, and that made me very happy as well!
2. Deliver Earlier than What's Expected
This idea is self-explanatory, but here’s another example:
Whenever I’m buying something on eBay, I’m always thrilled when it’s something I needed yesterday, and I get it much sooner than promised. If you can do this with your clients, they’ll most likely love that as well!
3. Deliver More and Earlier Than What's Expected
Who doesn’t like getting something beyond what they expect before they expect it? Providing both aspects with your deliveries, especially regularly, will help drive customer satisfaction and customer loyalty.
So, in the end, the philosophy of under-promising and over-delivering your products and services to customers can reap enormous dividends for your company. And who doesn’t want that?
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One thing that makes me super happy these days is the workflow automation platform I sell called Accelerate. If it had been in existence when I was working with my client back in the day, I would have highly satisfied them even more!
If you’re not sure what these platforms are like and would like a quick-read introduction, then check out our brand-new book, No-Nonsense Digital Transformation. It provides an excellent overview of these platforms and discusses their benefits.
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