Are your customer support efforts frustrating your customers?

There's an old sales term of “under-promise and over-deliver” to help make sure we are impressing our customers and satisfying their concerns. Are you, like too many other businesses today, not following this “under-promise / over-deliver” philosophy?I called my doctor to schedule an appointment. I called them at 5:55 p.m. No one answered, and instead I got a voicemail recording saying, “Our normal hours are 8:00 a.m. to 6:00 p.m. Please call back tomorrow.”I still had five minutes before they officially closed, but they had already shut down their office for the day…even though their voicemail said they should still be open. Think customers might think they’re following a philosophy of “over-promise and under-deliver?” How many of these small issues like this do you think might be concerning your customers? If you say you open at 8:00 a.m., how about starting to answer your phones at 7:50 a.m. so if a customer is a few minutes early, they might be impressed with your extra service?Today’s video discusses the concept of “under-promising and over-delivering…” so your team can sell even more!