Want to know the quickest way to lose a customer for life? Break a promise you made regarding a product or service! Yes, the fact is that most clients have long memories, and a business that fails to keep its promises is almost surely destined for failure.
Be promise keepers.
Comprised of your sales team and anyone else who converses directly with customers, promise makers tell your clients what they can expect from you. On the other hand, promise keepers are the ones responsible for delivering on the vows made by the sales team. The operations staff, product developers, and customer service team all make up your company’s promise keepers.
When something goes wrong, and customers are less than pleased, business owners must figure out whether the promise makers made a promise they shouldn’t have, or if the promise keepers failed to follow through on what they should have been able to achieve. As a business owner, you must ensure that promise makers and keepers are on the same page when it comes to communicating with customers and representing the company’s brand.
Treat your employees like clients.
Of course, it’s pretty hypocritical to treat your clients one way and your employees another. If you want to train your staff to be promise keepers, start by treating your own employees with dignity and respect. Along with keeping your promises, take the time to reward workers for jobs well done. Additionally, you should offer plenty of opportunities for great employees to rise through the ranks.