- “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
© 2016 DAVEGARDNER.biz All Rights Reserved
Note: This posting is based on my weekly “Thank God It’s Monday” that helps you and your company thrive! To receive an email version of “Thank God It’s Monday” to start your week, please subscribe here. I would very much appreciate your suggesting to others that they subscribe.
Privacy Statement: Our subscriber lists are never rented, sold, or loaned to any other parties for any reason.
0 Comments