Deliver the Promise
Sometimes we have a tendency to forget about the schedule challenges that
are created for our wonderful clients when they have a need for our products
and services. We do many service calls a day for many different customers,
and do our best to keep the schedule running smoothly. We dispatch to
the best of our ability to really maximize efficiencies each and every
day. Many of us have been at this business for many years, in fact, this
year I celebrated my 20 year anniversary working in this awesome profession.
As service professionals, we must always remain focused on the entire customer experience. This experience begins the moment a call taker answers the original phone call and continues all the way through the follow up phone call after all services have been completed. Our one goal that is consistent throughout the entire process should be making sure we effectively deliver the promise we convey.
Deliver the promise!
What exact promise am I speaking of? I’m talking about any promise you’ve ever made in your marketing, your messaging, your service and sales process, and your quality assurance program. Delivering the promise means that you subscribe to the golden rule. Delivering the promise means that each team member, regardless of position or title, does exactly what they say they will do, exactly when they say they will do it. Does this happen every time? Of course not, we all run people- driven companies and people make mistakes. That’s okay, but it’s not an excuse for striving for anything below excellence.
The lovely Christy and I recently moved into a new home we had built. Because our home is new construction, we have a clean slate with lot of really cool options regarding our landscaping. Our property backs up to a wooded area and so we needed a lot of dead brush removed, a couple dead trees taken out, and some general cleanup.
I called the first company I found which was the only one I had actually heard of before. I got an answering machine. What do you think I did next? Great guess! That’s right, I called another company. The next company answered the phone and promptly scheduled an estimate for that same afternoon. The gentleman came out and looked at everything, gave us a price and said he could either do the work beginning the very next day, or it would be two weeks later. I’m not sure if this was one his “closing techniques” or not and I really don’t care, because the price was fair and I wanted it done sooner rather than later.
The next morning we couldn’t wait to see how things would look once they began their two- day project. We waited for them to show up. 8am, 9am, 10am, no trucks or tools. I called to ask what was going on and got a voicemail. No call, no show…until about 11am when they finally arrived. From the moment they attempted to start their skid steer, they had equipment issues. The work they did was great, but when they gave me the estimate, they also told me when they’d be done finished, as well. The actual work is now completed, but six days after completion of the work, I still have a broken down dump truck sitting in my yard.
The work they did was great. The price was fair. The schedule they told me about was perfect. But they didn’t deliver the entire promise. Remember that our customers judge us on the ENTIRE experience, not just the work completed. Remain focused and keep your training geared for delivering the entire promise each and every time.
My very best,