Inflating Expectation

Do you know how customers or clients perceive you?

Do you know how they talk about you? How they feel about you? What they tell others about you?

Create or Deliver.

You may have heard the story of Frank and Bob - the managers of two different oil and lube places.



Both got the idea of offering a free car wash to every customer.

Frank printed up pamphlets, put a sandwich board out front, painted the window, put another sign by the customer service desk and devised an abrasive advertising campaign, all to tell the world about his special offer.

Bob simply washed customers' cars.

Who got more complaints?

Which guy had a line-up of satisfied customers who told everyone and which guy had to endure complaints from customers who were unhappy about their less-than-perfect previously promised car wash?

Bob exceeded expectation. Frank created inflated expectation.

Surprise and Delight.

Perhaps tuck in a little something extra when merited without making a fuss or a previous promise.

Possibly the under promise over deliver model is alive and well.

If you do those unexpected things your USP will become a lot clearer.

Do you think it will work?

knealemann
Helping you integrate all you do with all you do.

Image credits: oilchangecoupon | carsabout

Surprise And Delight

Do You Know?

How your customers or clients perceive you? How they talk about you? How they feel about interacting with you?

Do you? Really?

Have You Ever?

Put yourself in the place of your customers? Walked a proverbial mile in their shoes?

Have you? Really?

Definition: Customer Service


You may have heard the story of Frank and Bob - the managers of two different oil and lube places. Both got the idea of offering a free car wash to every customer.

Frank printed up pamphlets, put a sandwich board out front, painted the window, put another sign by the customer service desk, devised a big advertising campaign featuring yelly-screamy creative – all to tell the world about this awesome extra thing he was offering with his service.

Bob simply washed people's cars before returning them without their previous knowledge and thanked them for their business.

Branding Only Happens
Between Customers

Which guy had a line-up of satisfied customers who told everyone and which guy had to endure complaints from customers complaining who were unhappy about their less-than-perfect previously promised car wash?

Bob had exceeded expectation and Frank had created inflated expectation.





Looking For An Avantage?

Maybe just surprise and delight. Possibily put your ego aside and just give great service. Perhaps tuck in a little something extra without making a fuss. If you do those extra little unexpected things your USP will become a lot clearer.

Do you think word
will get around?

@knealemann
Let’s create experiences, not campaigns.