often we have only one chance to 'do good'
We were frequenting a great breakfast sweet shop for several years until one day all three of us got ill from the food. We didn't go back for three years. We found another spot and while the food wasn't top quality, we did not get sick at all. Finally, we went back to our preferred restaurant and they have been consistently good and will continue to enjoy the fare -- until and if we get sick again, hopefully not!
I have two foreign cars that I take to a general auto mechanic who is very honest and timely- fees are reasonable. Most of the time they can take care of the issues that come up. Recently they could not diagnose a draining battery and an AC system that when charged does not work. I have had to take both cars to another foreign car expert who I've used in the past and he has correctly diagnosed the issues and both will be repaired soon.
The second shop has been consistently good but sometimes the cars are there a little too long and the costs seem a bit high.
I have a dentist who does exemplary work every time I have gone in to see him. I will recommend him to anyone. Cost is not a factor. Great guy, super staff. -My wife's dentist broke my tooth cramming in a filling. Never again.
A few things to glean here:
- A professional in any service business needs to deliver consistently good results in order for their customers to come back.
- Some services and products may affect your health and wallet in a negative way that cannot be tolerated. We normally do not return for another try.
- People with whom you've had consistently good results may flub up once or twice and if the issue can be remedied in another way or quickly corrected, you will satisfy your client and they will likely continue to come back because of satisfactory service/cost over a longer time.
- Professional service providers must be acutely careful with their deliverables. You should double-check everything, get it done on time or sooner, follow up, etc. Yes, over deliver and under promise is a good strategy.
- Being attentive, accommodating, polite, and reliable add up to the notion that you CARE about your client and work and will do whatever necessary to fulfill your obligations and create GOOD WILL in the process.
- You have one chance to impress a new client with your professionalism and timely services. Fulfilling the basics of any agreement are not enough. You have to go beyond and yes, overdeliver/under promise.
- Give more than bargained for. Do a great job! You will be remembered and the quality and impact of your efforts will be so positively ingrained that a referral will not bother to shop around for competing services.
- When the referral does come in, treat the referral client at least as well as you did your previous client. You cannot afford to lose either an existing or future client. If the referral cites inconsistencies and dismay to your referring client, you may not ever receive a referral again!
I just wrote a more direct comparison between restaurant service and other professional services here: https://activerain.com/blogsview/5460424/what-can-we-learn-from-waffle-house-considering-service-and-satisfaction-