Have you ever got excited about a purchase and then been disappointed by the delivery of the goods or service?
A little while ago on one of my now infrequent visits to the Big City I purchased on the fly a lunch from a sandwich bar in a mainline station. I was excited by the prospect of my crayfish and salmon bap which I had spotted in the display cabinet. I duly purchased it and requested a jam doughnut too (I know, but I intended compensating with extra exercise) and scurried to get on my train.
When I opened my food bag I found that I had been given a blueberry muffin instead of my doughnut, and when I checked my change more carefully I found I had paid for it too. That was despite the counter assistant having repeated after me “jam doughnut” when I requested it.
Anyway, I had the crayfish and salmon bap to eat. It was quite disgusting. It must have been sitting in the cabinet for hours. The bread was so soggy it put me off the very idea of the rest of it, the contents were rather icy and the whole thing was a complete disaster in terms of my lunch. I felt very let down.
In business, sometimes we can be very anxious to close a deal. What is important is not to promise more than we can deliver, and at the same time provide the very best we can, going the extra mile. By doing more than is expected of us we can stand out from the crowd. What we must not do is offer more than is expected of us and fail to deliver, because we stand and fall by our reputations.
A crayfish and salmon bap would have been more than I expected, thinking as I had been in terms of cheese and tomato. The outcome left me wishing I had stuck to a safe option, which is a pity as I enjoy helping businesses deliver much more than the safe option.
Actually the blueberry muffin was very nice, but it was not what I ordered.
Have you had high expectations from one of your providers and suppliers and felt let down by the delivery? You and I have to avoid delivering our equivalent of my seafood lunch, don’t we?