That salesperson misled you.

Unfortunately, that salesperson misled you.

Okay...okay...so how many times have you purchased a product based on false promises? Don’t worry I am raising both my hands along with you! Too many times we are suckered into buying a product that once purchased does not perform at the level promised.

If you ask most companies…the majority think that they are competing based on the value or price of their product or service… However…in reality 89% of companies compete primarily on the basis of a customer experiences. (3) Although we are not trying to be the bearer of bad news…you should be aware that 80% of companies believe they deliver “super customer experiences…” (3)

When in reality…. Only 8% of their customers agree….ouch! (3)

So where is the problem?

Often there are multiple messages being communicated from different departments or units. So as the title suggests…the salesperson promised the customer gold plated ejector seats…well maybe not gold plated but you get the picture… just to make the sale…when in reality the department responsible for delivering the product obviously could not accommodate the customer’s expectations.

So where does this leave the customer and the company? Either the company has to figure out a way to go above and beyond the call of duty to meet the customers’ expectations based on what was promised by the salesperson…

OR…if they can’t…

The customer will eventually be approached by a manager who will try to save the sale… while giving the unsuspecting customer a dose of reality. If the customer accepts the resolution then GREAT you have saved the sale and everyone wins…congratulations.

However…if the customer pushes back and demands some type of compensation that is equal to or greater than what they were promised… or worse yet…cancels the sale… then as you can probably guess…it all pretty much goes downhill from there….

Did you know that…

89% of customers begin doing business with a competitor following a poor customer experience? (2)

Don’t let that be your story. Don’t lose customers to your competition just because your company misled them…. This can occur…it you and your team are not on the same page…think about it…what is the likelihood that your customers experience will be a pleasant and memorable one if you mislead them? As a company or entrepreneur it is understood, that your main goal is to get inside your customers head in order to close the deal.

BUT closing the deal should only be part of your overall goal…

The other goal should be…to ensure that the customer has an amazing experience that will cause them to #1 want to be a repeat buyer and #2 natural organic brand ambassadors. Well…closing the sale is where most companies place their focus and training…but what about customer satisfaction and creating an amazing experience? Even if you make a TON of sales by misrepresenting your product or for that matter service, many of those deals will cancel and likely become chargebacks. 

Oh… and we haven’t even talked about the bad public relations nightmare that is sure to follow….especially with social media...Yelp Reviews...and other web based platforms available for consumers to share information about their experience...you can’t afford bad reviews…and therefore you cannot afford to ignore this issue. According to the Harvard Business Review 48% of customers who have had a negative experience with a company told 10 or MORE others about that experience. (2)

So what’s the solution?

We couldn’t leave you without a few recommendations…

Get your team involved in the planning: Let it truly be a collaborative process and when everyone is invested in the project…then they will also be invested in seeing that project succeed. (1)
Put it in writing: Create a road map for addressing any concerns whether it is providing better customer service or making sure that the end-user customer gets what is promised to them…and document…document…document… the best solutions so you have a road map to success. (1)
Delegate and designate: Make sure that you identify areas of strength within your team and divide the duties appropriately among team members. (1)

Take it one step at a time…after all it is a journey!

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