I’m starting to notice something in my own behavior toward first impressions. When they start off negative they remain negative, but when they start out positive there’s no guarantee the impression isn’t going to turn.
There’s an organization in my neighborhood that made a wonderful first impression on me, but after the (very expensive) sale, service has gone down tremendously. Paperwork is always wrong, phone calls aren’t returned in a timely manner and email is almost always ignored. It’s a syndrome that’s all too common. Companies invest a large amount of resources to win over their prospects only to disappoint them in the long run. It reminds me of an oft forgotten, but important business adage – you’ll always impress your clients by under-promising and over-delivering.
Because of my recent (bad) experience I’d like to use this post to remind myself and remind my readers that under-promising and over-delivering is the way to win the game. Doing to opposite is sure to disappoint.