Customers return to buy from a business not only because they have a great product, but because they know that HOW to deliver the product as a trademark - what sets them apart from our competition.
Think about it. You frequent a business not only because you like the product they offer, but because the service they deliver to you is what you want, need and expect. Isn't that right?
How often do you return to a business when the service you get is below your expectation? Maybe one more time - because you're a nice person and want to give them the benefit of the doubt.
But if the service they provide is sub-par on the second visit, you probably will find another place to get the product you need.
Your challenge is to define your expectations for delivery, and then make sure your expectations are fulfilled each and every time you engage with a customer.
Hold your team accountable to these delivery standards and you will be well on your way towards Delivery Mastery in your business!