Commit And Then Keep Your Promise


Respond to your customers or to your staff by telling them what you can do for them and then slightly over-delivering. Massively over-delivering would suggest you are not very commercial. Most of life comprises of simple contracts where delivery of exactly what is required is enough. Nowhere was this better expressed than on Southern Rail when a ticket inspector patiently explained the rules to an angry American woman traveling without a ticket. (Her point was “I thought you were providing a service, yet all along all you want is to make money.”) His explanation was very simple: ”You see, Madam, you provide a ticket and we provide a train. That’s how it works.” The rest of the passengers applauded.

Be on time – don’t hop for the best

Being late is rude and looks sloppy. That’s why some airlines make us so mad. Not only are they late they always seem to lie about how late. They seem to hope to sugar the pill by saying they’ll be delayed by 25 minutes when you suspect they know it’ll be a 45-minutes delay.
Become an obsessive about being on time and about calling in even if you are going to be just five minutes late. Respond to circumstances by keeping others in the picture.

Become a complaint extractor

Robert heller claimed only about 10% of people bother to complain (although I suspect that figure has double in the last couple of years as we get more demanding because we get exposed to better sevice). Yet if you can get to a complainant and can actually solve their problem you may well turn a problem into a lifetime customer.

Care about what you do

I hate it when people ‘busk’ things because, while it may come off OK, it demonstrates a lack of caring about either the thing you are doing or the people you are doing it for.
What you do matters. Your own treatment of it as something you yourself think is very important will communicate itself.

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