tag:blogger.com,1999:blog-6973104615594350941.post3119746116413025695..comments2023-11-05T03:29:27.005-08:00Comments on Service Encounters Onstage: Service Rant: “Underpromise, Overdeliver.”Chris Reaburnhttp://www.blogger.com/profile/07769450787828343311noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-6973104615594350941.post-9804057636628924602010-06-08T20:43:34.074-07:002010-06-08T20:43:34.074-07:00Qin,
Thank you so much for your commentary! Of c...Qin,<br /><br />Thank you so much for your commentary! Of course I agree that "underpromise / overdeliver" is not a solid basis of any relationship - company/customer or interpersonal. <br /><br />Simply put, the service philosophy should be:<br /><br />Make a promise. One that is meaningful, and relevant, and that the other party values.<br /><br />Keep it. (in exhcnage for something you value)<br /><br />The empathy, understanding & communication you reccomend are vital tools, not only to the making of a promise, but also to its delivery. If the service is good enough to warrant a repeat engagement / if the promise is relevant enough and upheld, and if the value exchange is fair in both parties' perception, then it has a chance to become a relationship.Chris Reaburnhttps://www.blogger.com/profile/07769450787828343311noreply@blogger.comtag:blogger.com,1999:blog-6973104615594350941.post-67811849258358009162010-06-08T01:51:54.226-07:002010-06-08T01:51:54.226-07:00I am sometimes surprised by the lost of honesty in...I am sometimes surprised by the lost of honesty in some marketing strategies, it is sad that organisations actually want to trick their customer into a delivery. I can see the psychological support behind this 'underpromise, overdeliver' theory, but really, do we believe this should be the base of a 'relationship'?<br />I would rather consider empathy, understanding and communication as good service marketing.Qin Hanhttps://www.blogger.com/profile/02002558615170603292noreply@blogger.com