DWYSYWD

For years, I didn't think that this needed saying.

"Do What You Say You Will Do," to me, seems intuitive: if you're not going to do it, why would you say it?

It's not an automatic response for everyone. Even if you automatically intend to follow through, it's not always easy...is it?

If your scheduled classes begin at 9am, be open at 8:45. Every day. For ten years straight. People will remember that time when you missed.

If you promise to send homework to your PT clients, do it. Personally, I'm terrible for being late, and have no excuse. Yes, I'm busy; it's still not okay.

DWYSYWD is the base upon which you build excellence. At the very least, be true to your word. 

Next step: Underpromise, and overdeliver. 

Enterprise Rent-A-Car - one of the largest privately-owned corporations in the world, thanks - rewards their staff in a novel way. Yes, they earn commission. However, branch success is measured by their Customer Satisfaction Index. After their rental, clients are frequently surprised with a phone call from an independent company who asks to rate their satisfaction with the service. "Were you a)disappointed; b)not dissatisfied; c)satisfied; d) very satisfied?" 

One local branch frequently rates among the top-rated branches in North America. Their in-house policy? Underpromise, and overdeliver. Often, they'll provide a free 'upgrade' to a better car when they're on the lot....just to help you out. They call you by name when you bring the car back. They ask you what you think is fair to pay for the gas you used. I've personally been the beneficiary of all of these same little Mangoes. I know they're coming. And I STILL love it..and go back again for more.

When they ask, upon return, if I would say that I'm "very satisfied" with the service, they're prompting me for the phone call that may come later from their evaluator. Yes, you can 'game' the system. But you can't con a con man, as the saying goes, and I usually answer that I'm "very satisfied" because I AM.

Next step: creating the psychological contract. If all else fails, be consistent. The greatest favour you can do to your staff, your athletes, and your members is to be predictable. Time and again, studies show that children who are brought up in a home where they can expect the rules to be applied the same way, over and over, are consistently happier. How does this apply to your Box? Well, it certainly applies to leadership - that's why every Army in the world trains their leaders to be consistent before it trains them to be wise. Showing up 5 minutes late for the start of a CrossFit Group is bad; however, if you're going to do it once, you may be better to do it every time. That way, no one will come early. Yes, they'll likely still go to the better-run Box down the road eventually, but they'll have one less negative thing to tell their friends about you.

Let people know what to expect, and deliver it consistently. This it true for your staff; your bosses; your subcontractors; your clients; your family; your online friends; and your online "enemies."

Comments

[Charles]

Hey there Don't Buy Ads Blog owner. I just read a couple of your posts here. Sounds like you know what you are talking about with the problems of traditional marketing and ads.

My question to you is where on your site you actually tell people how to "grow your Crossfit box"? Is there a read these 4 posts first place to get started so we understand what you are recommending to actually do before reading the context of the finer points which seem to be the more recent posts.

Thanks,
Charles

[Chris Cooper]

Hi Charles; thanks for your question. I usually write the posts in threes, and I'll try to answer your post in a few days. Good point. Visiting the earlier posts will give you a broader, "macro" idea of my common themes in the meantime.