Under Promise & Over Deliver…

This evening I had the opportunity to call up a local restaurant to make reservations… The employee @ El Dorado’s stated it might be up to 50 minutes for a table for 11. We hung up after agreeing on a time – and then I received a telephone call back in under 5 minutes stating – the table was ready when we were.

I have often ordered take out from El Dorado’s and always experience the same thing… My order is always ready sooner than promised. The first time this happened I looked at it like wow – must be a slower night then they expected… the second – perhaps this is a coincidence…

I ordered wireless from a company called Country Connections and was given a delivery date longer than I would have liked — and then in just under two days later my service was installed.
I called this week to let them know the service was less than stellar – and was told they would schedule a tech to review the situation early next week. Today they replaced the radio unit that services my house. This is more than just small town America companies helping out their customers – it is Smart Business. Each of these two organizations are performing what is perhaps the oldest marketing trick in the book – one that players like Time Warner, Vectren Gas, and most other service organizations have forgotten.. Announce the minimum of service and then give your best to deliver more that expected without bragging or making much noise about it.

The end result is the basically the same every time – A Positive effect on the customer. This creates word of mouth about the excellent level of service… not only did they deliver on what they promised – but… they provided much much much more…

Mark Stephenson, of Country Connections stated: ” We work hard and will not give any promises that we cannot meet.”

He and the team @ Country Connections succeeded in making me happy – and I will tell all my friends that I am a fan of their service.

And – next time your in Washington Court House Ohio make it a point to visit El Dorado’s and ask for Jessica to be your waitress. The service is stellar.