Why is it that, as consumers, our initial reaction to most sales pitches is usually “it’s too good to be true”?
We’ve probably been burned in the past or recognize just how hard it is to deliver on the promise of consistent, above average client satisfaction. Consumers are often skeptical for good reason.
But we have to remember that the brands that deliver today’s best client experiences weren’t always that way. Lyft started as Zimride and took several iterations before finding a formula that worked [Fun Fact: Did you know that Lyft was actually founded before Uber?}. Tesla didn’t always have a Supercharger network that let it’s drivers get almost anywhere across North America without running out of battery. Even the world’s most successful, well known brands went through growing paints on route to their current success.
So, what’s really important when we’re evaluating a vendor against their promise of a great client experience? To me, there are two important factors that should be considered:
- A vision that is in line with positive client outcomes
- A feedback loop that allows the company to evaluate results against their vision and course correct quickly
A brand labelled as “too good to be true” is only really a problem when they have no real intention to deliver on their promises. As long as there is a clear path to the promise, tireless effort to achieving it, and constant recognition of client’s expectations and changing needs, clients are much more patient than we think.
Thank you to Tim Paulsen for inspiring this post with his article on Tim’s Tips and right here on LinkedIn.
At CEO Law we hope to live up to the promise that we’re everything we say we are. If we’re not, drop me a line and I’ll be happy to discuss where we missed and how we can improve to make every client’s experience better.
