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If youâre going to name-check a world-famous Olympic sprinting
champion, you better have your operations dialed in to reply to that contact form in a hurry!Â
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Managing expectations around responsiveness is harder than ever. In fact,
my research finds that 83% of customers expect businesses to be as fast or faster
than they were before the pandemic.
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Sometimes, we purposefully give customers false expectations. We feel like itâs better to give them hope, to look on the bright side, to assume that the best-case scenario will happen this
time.
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Itâs not a winning strategy.Â
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The business you lose when you tell customers the truth is a LOT less than the business you lose when you purposefully set false expectations around speed.Â
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This is because while you may get the first order, youâll never get a second order. Not from that customer, and not from anyone they know.Â
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Under-promising and then over-delivering is still a successful business strategy, and it really works for speed and responsiveness.Â