Yesterday was a tale of two companies.
As I walked into Chic-fil-A, my wife and I were discussing a company that was frustrating me with their late product delivery. This unnamed vendor has consistently “over-promised and under-delivered” when working with our account. I hate that feeling of “oh no, this again” when it happens.
Then, I placed my order at Chic-fil-A and was reminded and amazed by the quality and service I received from this company. Personal attention from the owner/operator (thanks Mark!) Friendly and fast service by the staff. Top shelf delivery in every way.
What kind of promises do you make to your customers? (over-promise and under-deliver or the opposite?) I think these are some reasons that we over-promise:
- We under-estimate the time it takes to deliver quality service. There is always more work needed for a first rate solution than I estimate in my plan.
- We under-estimate the number of interruptions that we will experience (we idealize the amount of work that we can accomplish in the next two hours)
- We have a strong desire to please others, so we tell them what they want to hear
- We have unspoken expectations…and “assume” the customer knows how much work still needs to be done when we hand them the product. The customer “assumes” we have made it ready to use out of the box.
Consider adapting the Chic-fil-A model, and work hard to deliver more than expected.
Thanks for listening.