Episode Objectives - The Why

You teach your customers what to expect by your interaction with them throughout the entire customer journey. Satisfied customers are more likely to be repeat customers and will often help to promote your brand. We have stated several times in the past few weeks that you are not just in the business of selling products. You are in the business of solving solutions to your customer’s problems. Does your product and your brand deliver on its’ promises? The objective of this episode is to reinforce why delivering on your promise is so important and to provide a framework for you to identify, monitor, exceed and adjust your promises. 

Key Issues - Owner Perspective:

• The promises you make create your customers’ expectations.
• The promise of your brand must be part of your entire organization. 
• One of the most important components of delivering on your Promise happens after the product is sold.

What You Need to Know - The What

1. Making a Promise

• a. Stated Promises.
• b. Unstated Promises

2. Keeping Promises

• a. Internal
• b. External

3. Actions Speak louder than words.

4. Applying Continuous Improvement Processes

What You Need to Do - The How

1. Time for a Promise Review (Internal)

• What is our overall brand promise? How is it affected by the promises we make every day?
• What promises are we making to our Employees/vendors/contractors?
• How are we tracking these promises?
• How do we know which ones we have fulfilled and which ones we have fallen short on?
• What do we do we realize that we have fallen short of making a promise?
• Are we living up to the promise of our brand throughout the product lifecycle?

2. Time for a Promise Review (External Customers)

• What is our overall brand promise? How is it affected by the promises we make every day?
• What promises are we making to our Customers?
• How are we tracking these promises?
• How do we know which ones we have fulfilled and which ones we have fallen short on?
• What do we do we realize that we have fallen short of making a promise?

3. Incorporate customer feedback and integrate changes into your processes. Be agile in your approach to evolve as needed.

4. Make changes in the products, the marketing materials to reflect any updates on products, services and promises.

5. Let the customers tell the story of their transformation.

 Links and Resources

1. More information on Business Made Simple

https://www.hireacoach.com/James-Bryant

https://www.businessmadesimple.com

2. Subscribe to the podcast: 

https://podcast.betteryou4u.com

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