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If You Say It - Do It!
August 3, 2007

I believe that nothing that will upset a customer faster than making a promise to the customer and then not delivering on the promise. Saying that your delivery people will be there ar 10:00 am and then having them show up at 3:30. Telling a customer a repair will be done on wednesday and then the repair not being done. I realize that in many situations the failure to deliver may not be the fault of the salesperson. However, I believe that the salesperson is responsible.

It is no different than going to a restaurant and getting a bad meal. The waitperson has to take the verbal and financial response from the customer. When in fact the problem was probably with the kitchen or even the food service provider. The wairperson has the responsibility to make sure the customer recieves a good meal but has nothing to do with the preparation of the meal. 

A salesperson may have nothing to do with a special order - but the salesperson is held responsible to insure that the special order is available when promised. My point is all salespeople should have some knd of a check and balance system to insure that customers are not being promised things that aren;t delivered. If the special order isn't going to be recieved in time - then at the very least call the customer a day in advance of them making the trip to pick up the special order. If your delivery people are delayed for some reason at the very least call the customer as soon as you know that the delay is going to happen.

One upset customer may tell 10 people about a bad experience. Those 10 people in turn may tell another 10 each. That if far to large of a risk when making a living as a professional salesperson.

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Posted by Brad Huisken on August 3, 2007 | Comments (0)