Today’s Art Marketing Action newsletter encourages you to break away from large groups of artists by distinguishing yourself and your work. I was reminded last week how important it is to exceed expectations when I went to have new tires put on my car.
The guys at Discount Tire are as nice and accommodating as they can be. But someone in management has it all wrong. And I believe it does comes from the top, so I don’t mind mentioning them by name.
I was told that my car would be ready in 45 minutes. After being there 35 minutes and not seeing my car move out of its parking place, I returned to the desk and asked if I should be worried. Another nice gentleman said, “Oh, we’re sorry. Can you wait just 15 more minutes. Your car is next.” Of course, I’m happy to do that. I was told the tires would be on the car in 15 minutes.
Thirty minutes later, they came out and said they needed the tire key to unlock my tires. I went out and found it for them. Add on another 30 minutes and I was still waiting.
In all, I was there 2 hours. I would have happily waited 2 hours if that’s what they told me it would be. In fact, I was pretty good at 90 minutes. But after an hour and 45 minutes, I was getting frustrated and upset.
Lesson: ALWAYS remember to underpromise and overdeliver. This should be the mantra of everyone in business.
For the artist . . .
- If you have a commission and think it will take you six weeks, tell them ten weeks. When they get it in six, they’ll be happy as a clam!
- Be early for your appointments.
- If you need to get a proposal to someone, tell them they’ll have it by the end of the week. Then get it to them the next day.
- No one ever got ahead by breaking promises or meeting expectations. People get ahead by exceeding expectations.