MJ DeMarco
I followed the science; all I found was money.
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When I owned my business I always subscribed to the customer service strategy "Under promise and over deliver".
If I promised a customer an action, I under promised. "I can have that to you in 2 hours" and instead, deliver it in 20 minutes. This creates an environment of expectation violation in the positive -- when you violate expectations in the positive, you create satisfied customers who can turn into passive income instruments.
Today I spent my entire day at the car dealership.
I brought my computer so I've been writing away.
However the experience has been horrible.
Why?
They over promised and under delivered.
I came in for an oil change. Instead of 30 minutes, I've been here 6 hours. After the oil change I was told about some problematic leaks that needed repair. I authorized them to be repaired and the service technician told me "It will be 3 hours".
Well 5 1/2 hours later, I am still here.
I will never come here again.
The prudent approach would have been to tell me "6 hours" -- THE TRUTH -- so I can arrange for a rental car or alternate transportation. Instead, the dealership massaged the truth and lost a customer.
If I promised a customer an action, I under promised. "I can have that to you in 2 hours" and instead, deliver it in 20 minutes. This creates an environment of expectation violation in the positive -- when you violate expectations in the positive, you create satisfied customers who can turn into passive income instruments.
Today I spent my entire day at the car dealership.
I brought my computer so I've been writing away.
However the experience has been horrible.
Why?
They over promised and under delivered.
I came in for an oil change. Instead of 30 minutes, I've been here 6 hours. After the oil change I was told about some problematic leaks that needed repair. I authorized them to be repaired and the service technician told me "It will be 3 hours".
Well 5 1/2 hours later, I am still here.
I will never come here again.
The prudent approach would have been to tell me "6 hours" -- THE TRUTH -- so I can arrange for a rental car or alternate transportation. Instead, the dealership massaged the truth and lost a customer.
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