Home' The Great Southern Weekender : March 4th 2010 Contents BETTER
Do what you say you'll do
Taking care of business...
66 The Weekender, March 4, 2010
"When you blame others, you
give up your power to change."
- Dr. Robert Anthony.
HONESTY is a lot like preg-
nancy. It's not possible to be a
little bit pregnant.
You either are, or you aren't.
Honesty is the same. It is
impossible to be a little bit dis-
honest. You either tell the truth
or you don't.
Good customer service is the
same. You either do what you
say you will do, or you don't.
One of the aspects of cus-
tomer service that annoys
customers the most is busi-
nesses that don't keep their
word. Companies that don't do
what they say they will do.
This can happen in a variety
* "Your car will be ready by
You arrive at three to pick up
your car and are told some
tale about how a spare part
needed to repair your car has
only just arrived and therefore
your car won't be ready for
* "The plumber will be at your
house at 10am."
You delay going to the of-
fice to wait for the plumber.
At 10.30am you phone the
plumbing company to find
out what's going on. Again a
tale of woe is told of how the
plumber got held up at a previ-
ous appointment and 'will be
there soon'. No explanation is
given of what 'soon' means.
* "Come in tomorrow at noon
and the document will be
ready for signing."
As requested you front up
at 12 o'clock and the lawyer
is not back from court, his
personal assistant is away sick
and the document is not ready
All of you have many similar
tales to tell.
Now I am sure that in each
of the above examples, the
service provider had the best
of intentions when advising
their customers of the various
time-frames, and I know that in
all businesses, the unexpected
can occur and frequently does.
But in every one of these situ-
ations, and in the vast majority
of your similar experiences, the
company concerned knew well
ahead of time that it couldn't
deliver on its promise.
What makes it worse is that
on every occasion, a simple
phone call would have solved
most of the customer angst.
As with all agreements, there
are three simple rules that will
keep your customers happy:
1. Only make agreements
that you are capable of deliver-
ing and intend to keep.
2. Communicate any potential
broken agreement as soon as
you are aware that you may
not be able to honour it.
3. Clear up any broken agree-
ment at the first opportunity.
Customers will only be
slightly annoyed if you advise
them in advance of a problem.
Most won't be annoyed at all
because you demonstrated
care and consideration by tak-
ing the time to contact them.
Keeping your word, delivering
on your promise, and doing
what you say you will do, is
about as simple as it gets in
running a successful business.
From "Seducing the Vigilante Customer
-- 101 winning strategies to attract and
retain happy customers and healthy
WESTPAC is calling on all Albany residents
to nominate treasurers for the 2010 Westpac
Community Treasurers' Awards.
With community groups across the region rely-
ing on the unpaid labour of honorary treasurers,
the awards will recognise their contribution to
the Albany community.
Three community treasurers from small,
medium and large organisations will receive the
award and a $5,000 cash prize for their commu-
Westpac Albany branch manager Stuart Baron
encouraged groups to enter their treasurer.
"The Westpac Community Treasurers' Awards
are a great way for the people of Albany to get
behind the unsung heroes of our local commu-
nity," he said.
"Without the hard work of dedicated commu-
nity treasurers, many of our local organisations
simply couldn't exist, so we're proud to provide
an opportunity for them to be recognised."
Competition entries are judged on how well
a treasurer fulfils his or her duties of ensuring
good financial management, good financial
governance and good financial outcomes.
The Albany branch is hosting a morning tea for
local community groups. The event will provide
an opportunity for networking and attendees will
be able to enter the awards on-the-spot.
Westpac Albany will host this event on
Wednesday, March 31, at 10am in the branch
located at 281 York Street.
To nominate a community a treasurer, go to:
Treasurers have chance to win $5,000
366 Middleton Loop, Albany
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