While we need to delight our customers and strengthen our relationships, there are pitfalls you may not be aware of.
As an example, is when our local pizza place first opened.
They stated they would deliver within 45 minutes and had this claim on their brochures and boxes.
It was obviously a marketing tactic to get more customers.
When we first ordered a pizza it was delivered within 30 minutes, so our initial customer experience was great. We thought they cared and over delivered on their service promise.
This experience happened over the next few times we purchased.
Our expectation was that regardless of what they said the delivery time was we believed we would always get our pizza within 30 minutes.
This then became our new standard for their service delivery.
When they started to not meet this new standard and the pizzas were not as hot we became somewhat dissatisfied, especially as we were loyal customers.
One reason they didn’t meet the new service delivery standard was they were growing rapidly. Was it right of us to expect them to keep over delivering.
Probably not, however it was now what we expected.
This type of problem could occur with many small businesses, especially as you gain more customers.
There is no easy way around this. We like to delight our customers as we build new relationships and strengthen our key ones. Having thought about this issue, I came up with a few tips for you to consider:
- Identify the product or service delivery that is expected in your market and from your competitors
- Find out your customers’ expectations
- Over deliver in increments, start slowly at first, so you can build the expectations and experience over time.
- Determine, if you need to over deliver to gain and keep customers.
- Look at what technology you can use to assist in meeting the higher product or service delivery expectation
What are your thoughts about this issue and do you have tips to share?
(This is an updated post)
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