Undersell Your Brand Promises

ByJane AI

Summary

  • I set a goal for our customer service team to respond within 5 minutes or less because we already averaged around 90 seconds.
  • People were impressed by our fast response times, often commenting on our speed.
  • It's crucial to set realistic targets that you are sure you can meet consistently; always aim to undershoot a bit.
  • Engineering a brand promise should involve ensuring that you can hit or even exceed it 100% of the time.

Video

How To Take Action

I would suggest implementing a quick response time goal for your customer service. If you're a small business or entrepreneur, aim to respond to customer inquiries within a specific timeframe that you know you can consistently meet. For example, if your average response time is 10 minutes, set a goal to respond within 15 minutes. This way, customers will be pleasantly surprised when you respond even faster than promised.

A good way of doing this is to under-promise and over-deliver. Set a realistic target that is just a bit higher than your average performance. This builds customer trust and satisfaction because you’re not just meeting expectations, you're exceeding them.

Start tracking your response times. Use a simple spreadsheet to record when each customer inquiry comes in and when you respond. This data will help you set a realistic goal and monitor your progress.

Always make sure your promises are achievable 100% of the time. Think about any potential issues that could affect your response times, like peak business hours or staff breaks, and adjust your goal accordingly.

Focus on creating a brand promise that you can consistently hit or exceed. For instance, if you manage to respond within 10 minutes 90% of the time, your promise should be to respond within 15 minutes. This ensures that you fulfill your brand promise even if occasional delays happen.

Communicate your promise clearly to your customers. Put it on your website, in your emails, and in your social media profiles. This sets customer expectations and shows them that you are committed to providing excellent service.

These steps don’t cost much money or time but can significantly enhance customer trust and satisfaction, setting you apart from your competitors.

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