We often hear of large organisations that have failed to stand by the promises of their products and services. Just take Avis Rental Car’s “We try harder” tagline, for example. The company consistently rates poorly in J.D. Power customer satisfaction studies. Since Hertz consistently rates higher than Avis, it’s highly doubtful if most customers would say Avis actually delivers on its brand promise.
However, such failure not only takes place within the niche of big brands but also among small- and medium-sized businesses.
Although the cause of the problem may vary – usually finance, time, or employees – the underlying cause is almost always the lack of governance of the business. These issues should be addressed by the Customer Service Charter, which is an extremely important component that solidifies your agreement with your clients/customers.