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Meeting Customer Expectations

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 https://t.co/KDiq7kWl51

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What do you think? I welcome your comments! Dave Gardner
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Dave Gardner
Dave Gardner is a management consultant, speaker, blogger and author based in Silicon Valley. He's been in the front row for the birth and evolution of Silicon Valley, the innovation capital of the world. Since 1992, Dave Gardner has focused on making the complex simple. He can be reached through his website, www.DaveGardner.biz, or via phone at +1 408-475-7068.
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