You know how it is, you believe something for so long, everyone agrees with you, all the books tell you it's true and then suddenly you have a blinding revelation - we've all been duped! You know like my gorilla mates were? (If you're not sure about my gorilla mates then you really need to read the book - we've got a great offer on at the moment!)
And you feel such a chump - how did I ever fall for that - the logic just isn't there - I must have been a fool. Let me explain.
"Under Promise & Over Deliver"
You know the old saying "Under Promise & Over Deliver"? - well, here's the idea behind it.
Buyers these days are ever more ready to complain when something isn't to their liking (yes, even in the UK!) Customers are prepared to walk if you don't deliver when you said you would. Clients are mobile and promiscuous and will change supplier if they can get better service.
So in order to meet these demands, for the last 20 years or so, we've all been applying the mantra "Under Promise & Over Deliver" - for example, tell them the job that'll take 10 days will take 12 and then wow them when you deliver ahead of schedule.
Now, in theory this sounds great - your client can't fail to be impressed at your over delivery! Or can they?
Big Mistake
Now, think about it for a little longer. Mr client comes along and you promise to deliver the project by 2pm on Tuesday, even though you know you can get it finished by Friday. Hey, that gives you the weekend to reflect, Monday morning to add the polish and you can deliver it on Monday afternoon. A great under-promised and over-delivered job! But what actually happens?
The client is delighted - you delivered a day early. But then Mr Client has a few fleeting thoughts; did this mean it wasn't such a complicated project as you'd said? Or could you have actually got it finished by Friday? Perhaps you've over charged him?
Because he's happy you did what you said and within the time scale, he pushes his doubts to the back of his mind.
However, the client now learns to "expect" (that's his job) the service you created in your fantastic under promised way. So, he gives you another project. You give him a timescale and price, again under-promising so you can confidently over deliver with a big smile on your face. The client remembers his thoughts from the last project and asks you to "try a bit harder" on the timescale. You do, because hey, you like the guy. He was really grateful last time.
And so, the next time Mr Client asks you to do something he expects it to be done as fast and efficient and for the same price as before - now he won't be impressed by your over-delivery - this is just his expectation.
And sadly, when you deliver on time and in budget, Mr Client wonders why it took so long. He wonders if he pushed a little harder he could get your price down or your timescale shortened. And he pushes, and he pushes...
You've taught your client that you can do it faster than you've told him. The doubts are there. He wonders if you've lied to him! The shame of it!
And what happens if something goes wrong - if you can't deliver in the real timescale - or the price escalates? Or someone lets you down, or the goalposts change?
The Issues
Now, the issues are a little more wide ranging than the example above.
Some of our clients are even saying that these days in order to get a chance of winning work they have to make big promises (and then work out how to deliver on them ;-)
Quite often the client needs to do her bit to make the project run well - and she'll have her own clients and other things to do!
Increasingly, you're not working on a project in isolation, there may be other suppliers in the equation
This can all lead to dissatisfaction for everyone involved.
So, What's The Answer
Well, taking everything into account, you still need to make promises to your customers, but the answer is in the details. The answer lies in understanding what's important to the client and working with the client to make sure that you can deliver on that. Then over deliver on something you have complete control over.
In our course "Coaches Can!" we talk about the difference between control and influence.
So before I let you into our secret, I'd just like to clarify the difference between Control & Influence. To me, misunderstanding the difference between that which you can control and that which you can merely influence is the biggest reason for client disappointment and feelings of failure.
Control VS Influence (Outcomes and Intentions)
That which is beyond your immediate and complete manipulation is not, whether we like it or not, within our control. So what is within our control?
* Our Emotions and Motivation (although not all of us accept this)
* Our Response To Outside Influences (although not all of us accept this either)
* The Direction We Take In Life
* Every Action We Take
* The Way We Communicate
* What We Say and Do and Promise
* What We Choose To Believe or Ignore
* Inanimate Objects & Tools We Use
Everything else that is outside of us (especially other animals/humans) we can only influence. Here are some examples of things you can only influence...
* Whether Someone Likes You
* Whether People Will Buy
* What Other People Find Important
* Whether People Believe You
* Convincing Someone of Something
* Getting Someone to Do Something (even if you're a hypnotist)
Sure, you can exert enough influence that it seems like control. If someone held a gun to your head, they could probably influence you to do a lot of things. But despite that, they couldn't get you to think different things or feel differently about something because they still only have influence.
Finally, there are some things we have no direct control or influence over... such as the weather, space, time, where we start out in life, but there's no benefit dwelling on the things we cannot do - because it's more empowering to focus on what we can do.
The Solution
You cannot control how your clients feel, but you can influence this. You need to concentrate on explaining the value, rather than the cost. Understanding their real requirements, rather than the standard trotted out time and budget ones. You need to work out what you are in control of and what you can merely influence. And then you need to Over Promise & Deliver on the Promise on those things that are in your control.
Simple ;-)
Speak Soon,
'Dangerous' Debbie Jenkins
debs@debbiejenkins.com
(c) Copyright 2005 www.BookShaker.com
SUMMER CAN BE SLOW FOR BUSINESS
But don't let that get in the way of your success.
This is the ideal time to work on your business
rather than in it. Get 2 F'REE eBooks and prepare
for more success with less effort here...
http://www.leanmarketing.co.uk
I'm wondering if... You Know Other People who should be reading this too? So do us all a favour (they get 2 free books - we get a new subscriber - you get to look good) when you Pass On This link... http://www.leanmarketing.co.uk
How often have you left a meeting with a customer... Read More
Despite rumors to the contrary, the Web is not dead.... Read More
If you're still dreaming about raising outside capital for your... Read More
I will not make sales. I will make Customers.I will... Read More
One of the most important questions people ask when they... Read More
Big companies and corporations have lost the human touch. The... Read More
This article offers five ways to help you deal with... Read More
Those of us doing business over the internet have to... Read More
The purpose of business is to create and retain a... Read More
You've heard it all before when it comes to stats... Read More
Is customer service a lost art? Before you answer that... Read More
Jay instructed a customer of his to offer a rare... Read More
Listening to complaints, whether they're reasonable or not, is a... Read More
When was the last time you received a handwritten note... Read More
In a strange juxtapositioning of articles, this month's UK '... Read More
What a lot of money we have been wasting on... Read More
Five minutes into the call I knew this client was... Read More
Periodically every sales person encounters the customer who refuses to... Read More
A few weeks ago we conducted our annual "Customer Experience... Read More
Have you ever walked into a store and things looked... Read More
Wherever you turn these days you'll find articles covering every... Read More
Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..At any... Read More
Over promising is a problem only when you under deliver.... Read More
What do your customers experience when they interact with your... Read More
Customer Service is a critical factor for keeping your clients... Read More
'A 5 percent increase in customer retention increases profits by... Read More
Is the special treatment you designed specifically to keep customers... Read More
Would you like to have customers that stay with you... Read More
Unless you are brand new to business, or have been... Read More
If you are up to your ears in a stressful... Read More
"Right, People. Let's blast out that mail campaign we've been... Read More
Customer service is increasingly seen as one of the most... Read More
Businesses that fail, often forget to seek out the customer... Read More
Customer service is an essential component of any business. Clearly,... Read More
Do you remember the last time you went into a... Read More
Homebuyers are an interesting study. Watching people make their home... Read More
It all started a couple of weeks ago when a... Read More
Whether you are a seasoned small business professional, or you... Read More
You try to make your customers happy. You sincerely WANT... Read More
Call center solutions solve a range of age-old problems. As... Read More
Another sad fact of life is that these days, very... Read More
Five minutes into the call I knew this client was... Read More
Our challenge as the business owner/sales person answering the telephone,... Read More
It should be a straightforward business scenario: making sure that... Read More
It's never too soon to start saying thanks to your... Read More
The buzz is all about customer service and call center... Read More
With all of the recent data theft in the financial... Read More
Given the choice of dealing with a positive, upbeat employee... Read More
When all else fails in your company to meet the... Read More
Looking For Ways to Improve Sales and Customer Relationships?Find Out... Read More
Customer Loyalty, we all want it. Don't we?Some people say... Read More
You want customers. I want customers. We all want customers.... Read More
Listening to complaints, whether they're reasonable or not, is a... Read More
The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More
It might sound quick and simple, to say how well... Read More
Like any business, carpet and upholstery cleaning requires excellent customer... Read More
You probably realise how the wrong tone of voice and... Read More
There is a widely accepted principle of human behavior that... Read More
However, in the world of business, this cliché may not... Read More
Have you seen that thing on TV where the gal... Read More
Many years ago, I was a first year apprentice assigned... Read More
Those of us doing business over the internet have to... Read More
Good service is easy to spot and hard-to-find. Mediocre service... Read More
1. Tis the SeasonRecognize that everyone is frazzled during the... Read More
Have you ever called a company and been greeted with... Read More
The following are common mistakes that Sales Managers and Owners... Read More
Customer Service |