Why Every Business Needs to Stop Talking and Start Delighting

It doesn’t matter if you think you’re providing good service. It doesn’t matter if your website or brochures says that you do.

All that matters is what your clients think.

Let Me Share With You A True Story…

For this blog we were using a commenting system to manage all of the comments we receive.

The service we chose was called IntenseDebate. Before our programmer installed it for us I researched what the options were in the marketplace.

I narrowed it down to two: IntenseDebate and Disqus.

I sent both companies an email to get more information. IntenseDebate replied quickly with a full answer. Disqus took much longer to get back to me and their reply was one sentence long – insufficient for a full response.

The Change

That was over 2 years ago. Things have changed.

When we redesigned the Consulting Success blog our commenting system started to act up. Our programmer tried everything to fix it, but alas it was a no go.

So we sent one email to IntenseDebate support to get some help. No reply. Then we sent another. And a third.

I wasn’t happy. Providing YOU, our readers, with a great experience and way to comment and interact with the community on the blog is very important to us. So we didn’t take this whole thing lightly. We needed a solution.

The Switch

And since we weren’t getting one from IntenseDebate…we decided to look at alternatives.

Finally, we got a response from IntenseDebate. It ‘only’ took 72 hours! And their reply didn’t help us solve the problem so I emailed them back…and again we waited…

But waiting wasn’t an option. So what did we do? Well, you may have noticed that we’ve switched over to Disqus.

(*Note: I still believe IntenseDebate has a great product. Maybe they just had a few bad days. Unfortunately they weren’t able to provide the support we needed when we needed it.)

Disqus has come a long way. Before switching to them I sent them an email and they responded within 24hrs (it was probably more like 12hrs). The commenting system has everything we need and so far we’re very happy with it – we hope you are too.

How Does This Affect You?

So why should you care about our commenting system troubles? Because, it’s relevant for every consultant.

You NEED to provide the best service to your customers and delight them. This isn’t anything new…I’ve talked a lot about this and wrote a book (called Profitable Relations 2nd edition) about the topic back in 2008.

Check Yourself

What’s important for you to know is that if you fail to delight your customers at every turn, at some point their patience will end…and when it does they will look for an alternative. They will find another consultant that can do what you can…and that they believe can provide them with better service along the way.

If you’re in an industry that doesn’t have any competition you’re lucky. Because in that case your client can’t really jump ship. But these days there are more options than ever before. The industry and product without competition is rare.

That’s why you need to stay sharp. Always be on top of your game. And make it priority number one to keep your clients happy. If you don’t, if for some reason you believe you’re above that, or that everything is A-Okay, be prepared – you might be in for a rude awakening.

Check out our fully updated Consulting Success System! Learn More and Buy Now.
  • Ptwinamasiko

    This is nice one.
    Thanks,
    Paul

    • http://www.consulting-business.com Michael Zipursky

      Thanks for the comment Paul!

  • Bill Sefcek

    I fully agree. I am working with service providers that produce auto collision repair as a product. Everyone knows that when your car is damaged you want it back like it was and on time. Many facilities worry more about the big picture items and spend less time on the very small touch items and opportunies. Taking the opportunites afforded to provide quality service in delivery of the product is key to long lasting success and very simple to do. You are not bigger than your customer, never nor will you ever be. Great message.

    • http://www.consulting-business.com Michael Zipursky

      Bill thanks for sharing that example. Well said!

  • Rob

    Point your readers to http://www.zanes.com and have them watch the interview with Chris Zanes – he tells a great story about the customer. Spot on.

    • http://www.consulting-business.com Michael Zipursky

      Thanks for the tip Rob!

  • http://carloscooper.com Carlos Cooper

    Totally agree. You’ve got to under promise and over deliver. When customer service stinks word gets around fast. With all the online ratings platforms nowadays, you’ll find yourself heaping on the complaints. Great post guys.

    • http://www.consulting-business.com Michael Zipursky

      Thanks Carlos!

  • Kellie

    I too had a similar experience with a service provider. I was blown away by how responsive they were until I signed up for their service. Then, it was as if they had fallen off the face of the earth. Very disappointing to say the least. Thanks for the post, a great reminder as to how important the service after sale really is! We need to think more about long term success.

    • http://www.consulting-business.com Michael Zipursky

      Kellie – unfortunate that you had to experience that but a good lesson it is.

  • http://www.allaspectsuk.co.uk/location/west-midlands/sutton-coldfield/locksmiths.asp Service Local

    This is a good content.These days customer “satisfaction” is no longer enough. In fact, customer delight is the key.This is an amazing.I am very impressed to this post.Keep sharing.

  • http://www.top100affiliateprograms.com/2012/does-speedppc-provide-more-pay-per-click-income/ V K Rajagopalan

    Sometimes facts is more than enough than false statements and promise and people nowadays are knowledgeable enough to spot what will bring them fortune and opportunities rather than a myth or false information frauds and scams offer.

  • http://www.consulting-business.com Michael Zipursky

    Rob – thanks for the comment!

  • Islam

    I agree
    thanks, this articles really motivated me to start delighting my clients starting from now

  • Anonymous

    I love competition “ethical competition” because it puts me on my toes to satisfy those i service. So, i am assured i don’t loose my clients because i can almost give them what they want and an edge over the bigger boys in my niche for i try as much as possible to over deliver so i keep them coming back.

  • Lisa

    I must agree with this as well. Business solutions tend to chatter and start yapping about their services to impress the client. What businesses should do is talk to clients on how this product or service will improve and guarantee delivery.

    http://www.3dcommunications.us

  • Martha

    Yes, it’s given that talk is trash and we need action. There are a lot of surveys that can measure customer satisfaction and this can be a solid basis if the business is doing good. On the other hand, employee satisfaction survey should also be done just to make sure that they are still on the right track when it comes to ‘delighting customers.’ Anyhoo, interesting article! Thanks.