Thursday, 27 June 2013

What About Tomorrow?

Customers are seldom disappointed by today's service in to itself

They tend to get upset when today's promises don't materialise tomorrow.  Worse still - when their situation changes today and you don't adjust your service tomorrow - they will also be disappointed.

Disappointment comes because a promise made today sets an expectation that exceeds what is delivered/received tomorrow. 

In a long term relationship we often see this manifest itself as businesses continually focus on 'new business' over that which they already have - foregoing promises made to existing clients in days/weeks/months or years past in lieu of wooing new clients to them. 

Remember, tomorrow is where you deliver what you promised today - you are in control of your clients disappointment today!

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