Do you Deliver what you Promise? Avoid being laughed at behind your back?

Customers expect service organizations to deliver what they promise. Customers with service or maintenance agreements are more likely to renew the agreement when they feel the service purchased and delivered met or exceeded their expectations.  They were told or “sold” what to expect, and then the service organization delivered as presented.

Nothing drove this point home more than a recent trip to one of our favorite restaurants. The breakfast entry I purchased for my grandson turned out to be quite funny.  When you compare the actual presentation of the meal to the advertised presentation, it was just flat out hilarious!  My grandson was expecting Rudolph the red nose reindeer… but received Skooby-Do?!

Yes, it sparked a laugh from all around the table, but at the same time, it was also very disappointing if not downright sad.  I am sure the restaurant management would not have approved the plate as delivered, but they are not the ones delivering the product.  The problem was created in the kitchen; the production line.

Remember, it takes a total team effort to deliver as promised.   Spread the word throughout your service organization.  Do what you say, deliver what you promise, deliver quality as promised.  Such efforts will win new business, as well as renewal business.