Value of certainty

I’ve seen lots of customer service initiatives that promise “delivery by ……..” and no matter how quick that may be, there is still uncertainty about when it will be delivered, and customers will be anxious.

By contrast, “we will deliver at 3pm on the 25th” is very specific, and so long as you do deliver at the nominated time, every time, even if it is a few days longer than then quickest possible, customers just love the certainty.  

About strategyaudit

StrategyAudit is a boutique strategy and marketing consultancy concentrating on the challenges of the medium sized manufacturing businesses that make up the backbone of our economy. The particular focus is on their strategic and marketing development. as well as the business and operational efficiency improvements necessary for day to day commercial survival. We not only give advice, we go down "into the weeds" to ensure and enable implementation.
This entry was posted in Communication, Customers, Sales, Small business and tagged , , , , . Bookmark the permalink.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s