Keeping your promise is especially important with new customers that don’t know you or what to expect from you.
I find that I am, by default, a “Yes” man. I like to get stuff done and as much as possible. Make hay while the sun is shining, is my motto. If I get as much done now, I’ll have more time tomorrow. I have had to watch and control myself to a more realistic mind set.
And this is why:
A survey of banks supports this point. Banks with lower customer
ratings tend to respond, for instance, to an early morning customer
query with, “We’ll be back to you by noon,” or “We’ll be back to you.”
Then they get back to the customer at, say, 3 p.m. The top rated
banks, such as Morgan Guaranty Trust of New York, reply, “We’ll be
back to you by close of business today” — and they do — at 4 p.m.,
The paradox: The poor performers, in the customers’ eyes, frequently
“out performed” the better performers — that is, they got the job
done first. Yet customers rate low the banks that fail to keep
promises (3 p.m. instead of noon) or that are vague (“We’ll get back
to you”); customers unfailingly prefer slightly less aggressive
promises — that are honored.
I have experienced this in the automotive world. Telling a customer that a part will be in by a certain time and due to my own fault or my supplier, it doesn’t happen. Or that a job should be done by a certain time but it doesn’t get done.
Some intriguing evidence from the health-care environment bears on
this issue. Surgical patients who are told, in detail, of the nature
of post-operative agony recover as much as one third faster than those
left in the dark.