During one of our recent group coaching calls, we were discussing the difference between deliveringvalue and demonstratingvalue when communicating with our customers. When I’m training technicians, I see a certain disconnect take place when it comes to defining the difference between delivery and demonstration. Delivering value is doing what you say you will do. It means being thorough with the work you perform and executing it at the highest level for your customers, even if they don’t realize it.
In contrast, demonstrating value is the act of making absolutely sure your customers understand exactly what you do for them and differentiating your company from the sea of sameness that exists with your competition.