Meeting Customer Expectations

  • “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

What do you think? I welcome your comments! Dave Gardner

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