“We’ll Try, But There is No Guarantee – ments”
Are companies living up to their commitment, or are we just expecting too much? I would like to share three different experiences I have had over the course of the last month. There is the saying, you get what you for. I do not believe that to be true, because I do not always get what I pay for. I don’t always look at the $$, but I look at the commitments. I will return again and again to a business that keeps their commitment, no matter how large or small. It’s not about the money anymore, it is how companies engage and influence their consumers.
American Eagle Outfitters
Recently I purchased an adorable hoodie from American Eagle Outfitters. It was actually my very first purchase from the retailers, mainly because they’re prices are a little high compared to other name brand retailers. However, after shopping several stores and having a difficult time spotting the right hoodie, I spotted it at AE. I cringed as I handed over the credit card for a $50 purchase, but felt confident it was a quality product and would be well worth the purchase in the long run. My confidence didn’t last long, after 3 wears and 1 wash, the sweatshirt seams started pulling apart and holes appeared. I was disappointed and reached out to AE. I figured I’d get some sort of response, since they claim value their virtues:
American Eagle Outfitters, Inc. is built based on trust, honesty and integrity. These virtues are our most important assets. Living them is the responsibility of everyone at our Company.
AE, I hope you are monitoring the negative as well as the positive. I have been waiting patiently for you to engage me to change my perception of your high prices, low quality products. We consumers want to be engaged….
Western Dental
My 13 year old required braces, as many teens do. In an effort to save a few extra dollars, I talked myself into taking her to Western Dental.
This is Western Dental’s Commitment
° Providing the ultimate patient experience
° Serving the oral health care needs of the public in our communities
° Ensuring the highest level of quality excellence in dental and oral health
° Affordable prices
° Doctors, auxiliary, specialists & staff that are skilled & compassionate
° Advanced dental professional development with state of the art equipment & facilities
° Providing a stimulating, exciting, and rewarding work environment for all employees
This weekend we walked into the office where people were packed in like cattle and I was confronted with a man sitting in a chair bleeding significantly. He had blood all over his sweatshirt, on the floor and chair next to him. He got up to walk out, and I immediately notified the staff there was a man bleeding all over the place. They showed no concern for the man, who had finally got up and walked out. It tool 15 minutes and several requests by others in the waiting room before the staff quit arguing over who would clean it up the blood trail left on the floor and chair. Western Dental showed no concern for the safety and well being of their patients. On top of the bleeding man experience; Staff members were yelling at each other, arguing with patients and having a difficult time locating charts.
Hey, Western Dental, where is that commitment, you post on your website? Saving money is not worth this type of an experience.
Starbucks
This am I went to Starbucks for Chi Latte. I do not mind handing over $3.85 because I leave each and every time with a positive experience. Starbuck’s customer mission states;
When we are fully engaged, we connect with, laugh with, and uplift the lives of our customers— even if just for a few moments. Sure, it starts with the promise of a perfectly made beverage, but our work goes far beyond that. It’s really about human connection.
I love Starbucks, they are friendly and inviting; make a mistake they are quick to resolve it and quickly engage their customers to turn a negative experience into a positive one. It is for this reason; I continue to return handing them over my $3.85 each and every morning.
Am I expecting too much? I do not think so. When someone makes a commitment to me, I EXPECT them to live up to it. I don’t expect perfection, we all make mistakes. But, I do expect someone to communicate with me, engage me, and try to resolve the problem. What are we becoming, that we make promises, commitments and yet we don’t live up to them. Instead of calling them “commitments” call them, “We’ll Try, But There is no Guarantee – ments” How are you making sure you are meeting our Commitments to your consumers?
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