A survey was carried out among 1,000 customers which asked them what it would take for them to refer an organisation to their friends or family. One question specifically asked what an individual had to do. The top three answers were:
- Always do what you say you are going to do.
- Be on time.
- Always say please and thank you.
I’m not surprised by the first one. It makes perfect sense that if you are going to promise that something will happen, it’s up to you to make sure you deliver the cookie. I remember an old boss of mine once saying, ‘We have to under-promise and over-deliver.’
Those days are gone – now you just have to fully promise and ...
Get Five Star Service, 3rd Edition now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
