As we walked out of a famous store we sometimes visit in the Mid-West, my wife looked up at a big, painted sign and said, "Now there's something you rarely see today." The sign said the organization's promise is:
"If You're Not 100% Satisfied, We'll Double Your Money Back"
Would you be willing to post a sign like that?
I doubt they end up refunding much money with that policy, since they seem to stock some of the finest products and offer outstanding customer service.
Your answer might be "no", but let's think about the concept. This business feels so strongly about the products they stock and the team experience they offer, they put up a permanent sign that states their guarantee. They also go so far as to say that you will have the friendliest experience there, too.
Their people are always ready to help you when you enter the store or visit any of their departments.
Let's take this one step further. Maybe as a manager or team member, we ought to be thinking about this slogan as a personal commitment-- even if we don't wish to have this exact guarantee. It might look something like this:
As an employee of this organization, I will give you 200%. You will be happy with my work. That’s my guarantee. Each of us should feel that way about what we do.
ACTION STEPS FOR THIS WEEK
Let’s take this concept and relate it to our own personal work...
- When is the last time you did something so outstanding you received accolade or an award for what you achieved?
- When is the last time you did something proactively that saved the company a great amount of time, money or public embarrassment?
- When is the last time you were so impressed by an employee's work that you gave them a day off for what they did-- in essence, paying them double what they would normally make?
