297: How to Balance Promises with Performance

Adam and Jeannie discuss how to balance your performance and resources with the promises you make to customers. Is your brand making meaningful promises? Broken promises chalk up to bad customer experiences. As a result, many brands set low expectations regarding call time, hours of operation, and many other things. On the flip side, brands need to differentiate themselves by making bold promises. And yet many create customer service nightmares and harm their brand image by making promises they can’t always keep. “If you don’t deliver, that’s a bad #custexp…” -Jeannie Walters Balancing resources with performance and tying these things to a promise that is both realistic and meaningful to customers is a tall order for most businesses. How can you strike a balance that keeps customers happy while keeping your resources in check? There’s no easy answer, and it’s different for everyone. For some, this may mean making big changes or additional investments. But for others, a few simple tweaks can make a world of difference! “There’s 2 sets of expectations…” -Adam Toporek Today, Adam and Jeannie are diving into ways you can set more reasonable expectations with customers, regardless of what resources you have. So before you decide you’re doing the best you can without turning things upside-down or pushing the limits of your budget, we have some great tips you can use today. Listen in! Related Content 360Connext® post, Customer Service & CX Leaders Make the Best Magic TOGETHER Customers That Stick® post, 5 Millennial Traits to Improve Customer Service CustomerThink post: AIMIA, Aeroplan, Air Canada and the meaning of loyalty Episode 266: Chip Bell, Innovating Service Episode 209: (Tip) Do You Have the Resources for Service? We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices