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Sell to Deliver

October 26, 2012

April 20th we walked in the doors of American Furniture to buy a couple affordable couches for a new pool house my son and husband built together last year. Looking for something nice and not expensive, we found the perfect set. We were excited when the salesman said we’d have the couches delivered by April 26th, the day before my son’s birthday.

 My son’s birthday came and went with no sign of the furniture. We were told the manufacturer had a backlog and the furniture would arrive May 4th. On May 5th, another call to American Furniture produced this response, “Sorry, it looks like your order won’t be here until May 18th now.” My more-than-patient husband said “Okay but I want the delivery fees dropped to make up for the loss time.” They agreed to the request which kept us content for the moment. Yesterday, we received a call from the company saying, “We aren’t sure when the furniture will arrive.” Incensed by the extremely poor policies, we started shopping again and vowed never to return to this retail outlet.

A promise to a customer is important, in fact vital, for most businesses in today’s economy. Broken promises affect future sales from the customer and even their friends. Friends don’t want people they know to experience poor business deals. At the same time, friends want to ensure their friends experience great business transactions. So no matter what the situation, a business owner must always do what is best for their customers by addressing problems, admitting to wrong doings and making the situation right.

In the world of a billion businesses, what you promise and how you deliver on your promises makes all the difference for your company today, tomorrow and years to come. Don’t sell to sell, sell to deliver. Keeping your corporate promises is not only the ethical way to conduct business, it is the only way.

Today’s blog post is meant for you to take a look at your corporate guarantee policies. Do you have one? Do you deliver on it? How do you make sure your customers get what they pay for? How do you handle customer complaints when they arise? How do you fix problems?

We can’t make our customers happy 100% of the time, but we must try our very best to deliver on our corporate promises. 

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