When a company does what it says it is going to do then builds trust between the company and the customer. When a company fails to fulfill a promise, the opposite can happen. Recently, our local water supplier spent a couple of days in our road, dealing with a leak outside our house. When they departed, they left a lot of stones on the lawn, which would have been dangerous and would have blunted the blade on my lawnmower, had I not spent several minutes picking them up. It struck me as being very slovenly. However I received a very nice note through the door, explaining how much the company tries to improve the customer experience and inviting me to let them know if I was happy with their work. I therefore rang them to let them know about the stones on the lawn. Since I had removed the stones, there was no point in asking them to come back, so I just registered my comment and said there was no need to do any remedial work. However, the lady, who answered the phone, said that someone would phone me back after lunch. This did not happen, which annoyed me more than the original problem, because I felt that I had a promise that something would be done and it wasn’t. I had been encouraged by the first call to believe that the poor service was an exception but, having been let down by the lack of a call back, I rather believe that the poor service was not an exception. The lesson is, carry through on your promises.
Thank you to Keith for this week’s post.