Promise
What is a Promise? A Promise is a fundamental building block of a Value Proposition, is specifically its verbalization and communication component.
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What is it
A business promise is defined as any statement of intent by a company to provide goods or services. A business promise may be written or verbal and should always show the customer what they are buying. Business promises exist within contracts or agreements between companies. If a company makes a business promise about their products there is a legal duty to deliver the promised product or service. When a company fails to fulfil its business promise it could have legal consequences including; breach of contract law, consumer protection law, contract law, commercial law and criminal law.
The term ‘business promise’ can cover many different aspects of the valuechain. This includes; the business’s own actions, commitments and warranties.
A business’s promises can be broken down into seven distinct categories;
• Consumer promises – those made directly to consumers
• Business promises – those made to businesses
• Consumer promises made by businesses – those promises made by businesses directly to consumers
• Warranties and guarantees – these are promises made by businesses to consumers
• Contractual obligations – contractual obligations arise under a contract and are enforceable by parties to the contract
• Commercial / consumer laws – these apply to all parties to a contract however only consumers or businesses can bring a claim under these laws
• Criminal law – criminal law applies to everyone
Businesses make promises to their customers regarding quality, safety, performance, functionality, reliability, durability, compatibility and warranty.
In the UK, the Government’s Consumer Rights Act 2015 gives people greater rights over faulty products and services. Under this legislation, if someone buys a product or service and then finds out that it does not meet expectation then they have a right to a refund or replacement. This means that, even if the product was bought online and delivered via post, any problems with the product (such as poor quality) can be addressed.
For example, if you buy a computer and it doesn’t work properly, you’re entitled to get compensation for the cost of repairing or replacing the product. You don’t need to return the item back to where you originally purchased it. Nor do you have to take the issue to court. You can simply write to the manufacturer explaining what happened and ask them to give you a full refund or replacement.
If the product does not perform as expected you can request a free repair or replacement.
Why it is relevant
A business promise is a statement that outlines how you intend to fulfill your customers’ expectations and solve their problems. A good business promise can help build trust between you and your clients, but only if you follow through. Good customer service is about making sure your client feels valued, heard, and supported. These three factors make your job easier when providing good customer service. Here’s what you need to know about customer service and what makes a good business promise.
Customer Service 101
Your first step in fulfilling your clients’ needs is understanding them. You have to meet people where they are at. If you’re asking someone who just bought a car from you to rate your dealership based on the quality of the product and experience, then you have to understand that person’s level of satisfaction. In some cases, you might not even be able to get inside their head and figure out what they want without asking them directly. In these situations, you can use the five steps below to learn what a prospect wants.
- Ask questions – The best way to find out what your clients want is to ask them. When you ask questions, you’re showing interest and caring. So go ahead and ask your prospects what kind of car they want, whether they want a hybrid, SUV, sports sedan, small crossover, etc. Don’t worry about being too specific; let them tell you exactly what they want. But don’t forget to ask open-ended questions in case they give you ambiguous answers. Questions like “what do you think about luxury cars?” will allow you to dig deeper and really uncover what matters most to your clients. Once you’ve asked questions, listen carefully and pay attention. Listen to both positive and negative responses. Take notes on what they say and write down any additional information they provide.
- Learn about your clients’ needs – Now that you know what your clients want, you’ll want to analyze why they want it. Knowing what your clients want will help you to understand their desires. Remember, it’s not enough to know that your clients want a smaller vehicle. If you can learn why they want a smaller vehicle, you can develop products and services that will benefit them. For example, maybe your clients want an electric car because they live in a big city and have many daily trips to work. By knowing this, you can design a battery pack that fits into a compact space and still provides plenty of power. Maybe they want a larger vehicle because they have a family and they want room for everyone.
- Make your product fit your client’s needs – After learning what your clients want, try to match the product or service you offer with their needs. If you sell a car, you should match the model, color, size, and options with your clients’ lifestyle. If you sell clothes, you should consider matching colors, patterns, sizes, and styles to ensure that your clients
