Customer expectations paradox.


What do I do now?


The great paradox in selling is that to sell successfully, we often raise the expectations of those to whom we are selling, but to have satisfied customers, we need to under promise and over-deliver.

Complicating that dilemma of the potential mis-match of promise and delivery is that people hear what they want to hear, filtering out stuff that is inconsistent, unexpected, off their personal radar, or is just uncomfortable, while interpreting and exaggerating the stuff they want to hear. This particularly applies to sales outside the expertise of a customer.

Flicking through the TV channels last night, a bit slower than usual, I saw (another) ad for some sort of home training device that promises to deliver me the body of an Adonis in 10 minutes a day with little effort. A classic case of over promising if ever I saw one, but I guess someone is sucked in every minute, or they would not be aired.

Wonder if the poorer suckers ever get their money back? Guess not, but they do get to keep the flab.

The only antidote is to build a brand that customers trust. To do that you need to deliver on the value proposition consistently, over a considerable period, and act with honestly, humility and transparency. Big call for  the “fat-be-gone” industry.

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.
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