When a client, especially a new client, does not get what they are expecting, you are breaking an implied promise. Once you break that first promise, they will be calulating in their head how much more they will take before letting you go.

Here are 10 ways you may have broken a promise to a client.

1. Return a phone call when you said you would.
2. Proposal or contract arrives the day you said it would.
3. Reported back progress when stipulated.
4. Delivered exactly what is expected.
5. Clear pricing that does not go up for this and that.
6. Built an ongoing, valueable relationship
7. Failed to thank client for referral
8. Did not follow up after delivery
9. Miss a scheduled meeting or lunch
10. Back-peddle on promises after sale

You cannot create buzz when you are creating regret.

Labels: brand promise, customer experience, expectations