If You Respect Your Customers, Keep Your Promises!
In business, you are only as good as your reputation. the thing about a reputation, though, is that it takes years to create and minutes to ruin! This is the same for Internet Business and also physical storefront businesses.
The key rule of thumb should be: “If you say you are going to do something, then just do it”
Every time you promise something and fail to deliver, your integrity comes into question. Once that happens, it is a slippery slope downhill from that point. Let me give you the perfect example on how broken promises can lead to loss of business.
A long time ago I happened to run across a blog operated by a gentleman named Frank haywood. You probably have read a few posts about him in the past. His blog was informative and nicely written. It was honest and written in a great style. I bought a few of his product and found them useful and well supported.
It got to the point that if Frank haywood promoted something, I bought it. Then he started doing something that was annoying at first then downright frustrating later.
He started promising things and not delivering. He promised me a free product if I purchased another. That was 2 years ago and I am still waiting. Then ther were the support requests that went unanswered. Product release deadlines that came and went. Promised bonuses for his membership site that were always a month or so away keeping you paying dues that much longer and still they never came.
I am not sure why these things atrted happening but I know they have soured me on the relationship to the point where I will likely never buy anything from him again. And that is a shame.
You see, when we deal with a business, we have an expectation of getting what we feel we are entitled to. When someone promises us something, we have the right to expect that the promise was made in good faith and that it will be honored. When that doesnt happen, we feel cheated or taken advantage of.
A business is only as good as ow their customers feel about it. Reputations are created due to past treatment of customers and how those customers reacted to that treatment. There are many business who have built their business on customer service alone! The fact that the customer relationship is so important is lost on people like Frank Haywood.
There is no magic wand that you can use to create a good reputation. It is not that hard, though. Do what is right by your customers. Provide great service, great support, and provide value to them whenever you have the chance. If you make a commitment to them, honor it. No matter what it might cost you to do so. If something keeps you from fulfilling a promise, then take the time to explain to them what happened and how you intend to make it up to them.
customers will put up with an occasional lapse of service or problem but they will not put up with the constant abuse and disappointment that people like Frank haywood put on their customers. Just as I will likely never purchase anything from Frank haywood or his company We’re Bazaar again, your customers might very well do the same with you and your business.
Make a commitment right here and now to improve your customer service, stand behind your promises and give the customer the respect he or she is entitled to. It’s just the right thing to do for so many reasons…..
The Customer Service Training Institute
http://www.infowhse.com
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