I have today experienced exemplary service from a company where, frankly, I expected it to be average…and, boy, does it stand out. In a week when I’ve also experienced service from another company, who were woeful in their treatment of a customer at every turn, it really stands out.
OK, you might say, so what’s the big deal? Well, to be frank, great customer care is unbelievably rare these days. That’s why it blows you away when it is so good. In this case, they did what they promised, they were responsive, freely giving of their advice and then went above and beyond in delivering their service, all for a price which was about 1/3rd of what you might predict.
We all know the cliche of “under-promise and over-deliver”, however, that is easy to trip off the tongue, as is some curated marketing message which promises the earth and delivers nothing.
Success in business is pretty simple. Promise a particular service will deliver, deliver it with no fuss, then go the extra mile to “wow” your customer.
I’d love to name the exemplary company (and the awful company of course) but can’t do so for technical reasons. That said, the former will be just fine and the latter will slip below the waves where many other poor companies have drowned, where no-one will mourn their loss.
Paul Hopwood's Blog 