A Promise Made Is A Promise Kept

If you made a promise to a family member or friend, no matter how significant, you’d be expected to keep it – wouldn’t you?

So why should we act differently towards our customers?

I had been encountering data and network malfunctions with my mobile phone over the past few months, and I had contacted my network provider at the time to help me solve these issues. During these conversations with their customer service representatives, I was transferred from department to department and was finally told that my problem was a matter for my phone manufacturer and not my network service provider. Frustrated, I did nothing about this until a few days back when I was caught out with no internet coverage when I really needed it. I rang with the same problem and spoke to a representative named Raj. It was difficult to hide my initial scepticism about Raj being able to solve my problem, and I’m sure he heard it in my voice. But within minutes, Raj politely talked me through my problem. He then helped me, step by step, attempt to fix the problem. He then rang back fifteen minutes later to ensure that the problem was completely resolved.

It was so incredibly refreshing to deal with a customer service representative who didn’t just ‘pass the buck’. At the beginning of our conversation, Raj said to me, “I promise I’ll do my best to get your problem solved.”

And that he did.

However this shouldn’t be a story of refreshing change – it should be a common place story that everyone should be able to relate to.

So I challenge you, follow through on the promises you keep for your customers. Keep a log of requests made by your customers and keep a track of where you’re at with them. Make your customers feel as though they can trust you with whatever their needs may be.