Overcoming The Tinge PT 2

22 Nov 2021 · 0 min

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0:25

In this brief instructional monologue, the speaker outlines a two‑step approach for handling order reviews that might inconvenience customers. First, the team offers to expedite the review if the customer flags it as a problem, thereby “addressing the tinge.” Second, the team prepares the order as quickly as possible, then contacts the customer an hour later with the surprise news that the order was completed early (in ten hours) and is ready for shipment. The speaker emphasizes that this proactive, surprise‑early delivery tactic will exceed expectations and “blow away” the customer.

We want someone to review your order, but if it's an inconvenience, please tell us and we'll expedite it immediately for you. That's how you address the tinge. Then here's the magic. You prepare the order just as you did, as quickly as possible. But now, an hour later, you call a customer and say, hey, we have wonderful news. We say, we get done in 10 hours. We're able to expedite. It's been reviewed. It's perfect. It's ready to go. We're ready early for you, and your customers will be blown away.