I received my new mobile phone in the mail today. This thing pretty much does everything – all the latest gadgets on it.
I’m so confused already!
The phone was promised to arrive on this Friday coming. But it was delivered to home today (Tuesday).
A little thing that is very simply done
As the customer, my expectations have been exceeded.
The network I’m with is Vodafone. They are a major brand. But a brand is only what each individual person sees it as. And we make our judgements about businesses based on experience (usually our own, sometimes others’ experience).
My experience with Vodafone is this
Their phones work just fine. Their billing procedure is just fine. Cost is just fine in comparison with the competition.
BUT……..they do more than what they say they will. And that is the sort of thing that keeps customers coming back again and again.
And the only thing I have to base that on is the fact that my phone arrived earlier than I was expecting.
Here’s how they did it
My guess would be that the phones are posted out the next working day after being ordered. Which means they’ll only be 2 days away for the vast majority of customers. The occassional customer will live way out in the wilderness and those phones will take an extra day.
Add another day on for a slow postman somewhere and that means that 100% of phones would be delivered within 4 working days.
They know where I live
Vodafone know where I live. They know it’s only 2 days away by post. But they don’t give me that expectation. Because things can go wrong. Things can be held up.
And if they say allow 2 days and it takes 3 then my expectations have not been met. And that negatively impacts on the way I feel about Vodafone. And I draw all sorts of assumptions about the quality of the rest of that service.
So by telling everyone that delivery will take 6 working days, Vodafone are sure to delight 100% of their customers waiting for phones! Simple but effective.