I got a knock on the door Monday morning.
The courier handed me a package.
(we order so much online I know his kids names)
Signed for it and did the examine and squeeze when you’re trying to work out who its from and whats in it.
I had made the order the day before.
On a Sunday night.
Many would call this over-delivering. It’s not – it’s just delivering.
Surprises have their place in life, birthdays, Christmas etc, but surprises in business are rarely welcome. When a customer orders something from you they expect it to arrive on time, in the right condition and for the price they paid. No surprises.
Consistency is the most important factor. If you can consistently exceed your customers expectations then do it – if you cant, don’t. The moment you drop the ball the trust you have built evaporates.
Yesterday in the Ecommerce Engine private forum, I offered up my team to do SEO audits. We had noticed malware on a students site that was harming rankings.
SEO isn’t part of my program (small and medium ecommerce businesses rarely get ROI from it).
But my promise to my students is I will make their businesses better off than before they met me.
I will give them every reasonable tool in the armoury to do that – even if its not part of the program.
It’s not over-delivering. It’s delivering.
Set the bar high, but don’t set the bar so high you run into it.
Next weeks calendar is open. Limited spaces so don’t be disappointed: http://jameskempco.wpengine.com/schedule/