Are you Breaking Assumed Promises?

Addressing Assumed Promises is Key to Customer Retention

It’s human nature to want to avoid conflict with customers. Unfortunately, that means too often, we keep our spoken promises, but ignore when we break assumed promises. I recall growing frustrated waiting for a prescription. When the pharmacist did finally take care of me, he apologized for the long delay and explained that his assistant had just quit, so he was short staffed. He realized that I had assumed that the service would be faster, and treated it as if he’d broken a promise. Result – he kept my business. If you’re serious about reducing customer defections – don’t ignore conflict. Make sure to address it when your business breaks assumed promises.