Follow-Through Builds Customer Confidence

I love going to baseball games.  A buddy of mine, Mike Ruwitch, recently went to a Cardinal baseball game and had an experience that can be turned into a business lesson.  He said it was like an example from one of my customer service books.

He shared with me, “In the second inning with the rain pouring down and the Cubs having hit a home  run, it was the right time for a beer.  We stopped the beer man and asked for a couple of Bud Lights.  He pulled out a business card and introduced himself as ‘Bernie the Beer Man.’  His card also said, ‘Thank you for your business!’  He also gave us a stick of bubblegum and promised to be back in the seventh inning where he would give us an opportunity for the chance to win a vintage baseball card if we answered his trivia question.  We thought this guy was outstanding and told him to come back often.  He was our beer man and we weren’t going to buy from anyone else.  (WOW!)

“Needless to say, what started out to be a Moment of Magic™ turned into a Moment of Misery™.  Bernie never came back.  Shep, I guess he only read half of your book!”

Mike told me he would never buy a beer from this guy again.

Lesson learned:  Follow through with what you say.  If you promise to do something, do it. If you create an expectation, at the minimum, meet it.  At best, exceed it.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

(Copyright ©MMXII, Shep Hyken)