- “We’ll get back to you tomorrow.” They don’t.
- “We’ll confirm an appointment within 24 hours.” They don’t.
- “I’ll share your feedback with management and get back to you in 7 days.” They don’t.
- “Our review process takes 30 days.” It doesn’t.
- 30 days later, “Our review process takes 60 days.” Really?
Do organizations think their customers aren’t listening? Do they not realize that a poor customer experience undermines customer loyalty?
No one is accountable for failing to meeting expectations their own organizations set. It’s just part of business.
Delighting customers isn’t that difficult.
- Do what you say you are going to do.
- And, if for some reason you can’t meet the expectation, let the person know in accordance with your previous commitment and reset the expectation.
Thought for the week:
“Airbus is finally ready to merge with its passenger jet unit, completing a process that began in 1967.” Heard through Financial Times https://t.co/KDiq7kWl51
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