In every business relationship, there are spoken, unspoken, and written contracts. These agreements happen deliberately and sometimes casually as a part of normal business transactions. When we sell something to someone or agree to buy something from someone, there is a basic, implied promise and expectation that the exchange will be done in a fair and mutually satisfying way. However, as we all know, this doesn’t always happen.
For BAM!-good customer service to take root, a business needs much more than good intentions, a fancy tagline, or even a promise. The commitment between the company and the customer needs to be a Manifesto—a public declaration of all that you intend to do for the customer to make your business relationship mutually satisfying and keep them coming back. The manifesto is two-way—with customer commitments as well.
Examples of company manifesto provisions could include: We will deliver on what we promised. We will listen attentively to all your concerns. You can reach us when you want to talk to a person. We will resolve your issue reasonably and in a reasonable amount of time. We will admit it when we make a mistake.
The customer themselves has a responsibility too. Their manifesto provisions could include: I will notify you when I am dissatisfied. I will state the problem as clearly and concisely as I can. I will do whatever I can to not take my anger and frustration out on the person who is trying to help me. I will be prepared to ask for a remedy that will help me feel satisfied.