I sincerely doubt it’s just me, but does anyone else believe that integrity in customer service has gone out the window? A furniture company rep says someone will show up to pick up your couch, but no one ever shows up. An HVAC technician promises to be at your location at 1pm sharp, but he never shows, calls, texts—nothing. The cell phone company rep who says she’ll call you “right back” but never does–EVER!
When did it become acceptable behavior to break a promise to a customer—not to follow through on your word? Do professionals in today’s 
business environment truly believe that it’s okay to blatantly promise one thing with the intention of never delivering?
I simply don’t understand this trend. Why would a customer return to a company whose employees don’t keep their promises and who never follow through on anything? Simply put, they won’t and they don’t return. In fact, they’ll tell everyone who will listen to them about their horrible experiences.
Successful companies know that taking care of customers means, above everything else, following through on promises and OVER delivering on service, outcomes, and solutions.
Strategies that Turn it Around:
- All hands on deck: Customer service is not a one-department strategy. Make sure ALL your staff – from your executives to the executive washroom attendants – know the importance of keeping promises to internal and external customers.
- Consistency: Create policies and procedures that enable employees to exceed customer expectations professionally and in a timely manner. Have every employee sign a written acknowledgment of receipt of company policies.
- Rewards: Reward employees who consistently demonstrate promise keeping to customers. Don’t be afraid to privately consult employees who perform below standards.
- Accountability: Hold employees accountable when they do not follow through on what they promise.
Remember: Follow through is integral to your company’s integrity and your overall level of customer service. And the opposite of follow through is not “no follow through,” it’s lying. And customers don’t like to be lied to. Do you?
What is YOUR opinion on following through on the promises you make? Please share in the comments section below.