Balancing Needs
We recently wrote a post about over delivering to your customers. That is, providing them with more than what they expect and giving them greter value. It was good advice and we still feel that way but we received a response that we felt had to be addressed.
The response stated that sometimes overdelivering would hurt the business and possibly even cause it to fail due to lack of income. That could indeed be the case if we were over delivering to the point of wiping out most of the profit.
But there are other ways of overdelivering to the customer. It might mean delivering it faster than expected or providing some value added service or extending a warranty or some other additon that costs relatively little but has a higher perceived value in the eyes of the customer.
Overdelivering is all about perception. It is all about finding out what is important to your customer and figuring out ways to give it to them without hurting your business. It can be done although it might take a little bit of thought and some “out of the box” processes to do so.
You should not do anything that would place the future of your business in jeopardy. After all, you are no good to your customers if you are no longer in business! You need to balnce the needs of the customer versus the needs and demands of your business.
Like anything else in this world, over delivering and customer satisfaction is a balancing act requiring thought and effort. But the rewards are great for those who can do it effectively and responsibly.
Go ahead and try it. You will be amazed at the results.
The Customer Service Training Institute
http://www.infowhse.com
