I recently wrote in Can You Feel It? about the experience of choosing our Spring Break holiday with Flight Centre and Sunquest Holidays. Last week we went to Puerto Vallarta, Mexico to enjoy our holiday. When we arrived, we had a personal card from Mauricio, our local Sunquest representative.
As Kevin Lawrence and I chronicled in the article How to Turn an Industry on Its Head: Become Masters of Delivering On Big Promises, businesses that create a Promise Delivery System not only make big brand promises they become expert at delivering them. For Sunquest and Flight Centre, Mauricio was to be our promise delivery system for the trip we were promised.
The great news is that he delivered. The personal card from Mauricio that we received at reception included an invitation to meet him at 10:30 the next morning. Having had a relaxing morning sleeping in, we met Mauricio as promised and he reviewed what we could expect for the week, how we would be returned to the airport, and he reviewed a number of half- and full-day adventure packages that Sunquest and he recommended.
The adventure packages were beautifully laid out in a brochure that we got to take with us. Mauricio told us that every year he personally takes every one of the adventures so that he can report to us on his experience. Based on his advice, we booked a day long adventure on a high powered inflatable boat (adventure for the kids), with a limited number of people (no big crowds for Karalee and I), with stops at inaccessible villages, hikes to a waterfall, snorkeling, and lunch on a golden secluded beach. Another promise made and delivered.
Our dream spring break vacation came true. Sunquest and their local representative Mauricio both made the promise of what the vacation would be and then delivered on that promise.
What can you do today to make your brand promise come true for a customer?
Great question, David. I’ll be thinking about that. I love the idea of making a difference by keeping a promise. With so much competition for business these days, people who follow through on keeping promises differentiate themselves and their brands.
Shouldn’t all businesses follow through on their brand promise? I think they should and as consumers we need to keep businesses accountable for keeping their promises.