Posted by jeremyscheller in Communications, Leadership | 0 Comments
Delivering builds trust.
I dropped my car off this morning at the mechanic to get my brakes done. I’ve been there a handful of times. It’s a family-owned gas station, a couple of brothers working together. Every time I’ve picked up my car there, I’ve been surprised at how inexpensive they work and how truly honest they are.
When I was leaving, the owner asked me, “Do you want me to call you with an estimate after we get the wheels off or should we just go ahead and fix it?”
It took me about 2 seconds to think about it and respond, “No, just go ahead and do what you need to do.”
It came down to trust. I realized they’ve never given me a reason to second guess how much it’s going to cost or if they’re going to try to fix something that’s not broken, or if they do something wrong, I know they will own it. I don’t have much money, but I don’t have any reason to believe they’re going to break the budget. So what’s their marketing plan? They deliver what they promise.
Marketing is all about the story people hear when you’re being yourself.
- Don’t promise what you CAN’T DELIVER.
- Promise what you WILL DELIVER.
- When you break your promise, figure out HOW TO DELIVER on it anyway.
Delivering builds trust. Trust builds relationships. Relationships build futures.
UPDATE: I picked up my car and was indeed shocked again to pay far less than I expected. Northsiders, please go to Fairchild’s Sinclair on 42nd Ave.
