I was sitting with a business owner yesterday, conducting an interview, and I asked him his approach to Customer Service.
His response was that he didn’t make any promises anywhere (i.e. ads, brochures, phone, etc.) in relation to Customer Service because his experience has been that the majority of the company’s that he has dealt with who promise exceptional customer service are usually the first to drop the ball.
If you recall in a previous post, I mentioned the importance of not making a promise in your communications with customers that you can’t keep?
Perhaps this client has the right idea? Better to not make a promise than to make one you can’t keep.