• “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

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

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Dave Gardner

Dave Gardner is a management consultant, speaker, author, and blogger 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 focuses on making the complex simple around people, process and technology. Dave is the author of Mass Customization: An Enterprise-Wide Business Strategy - How Build to Order, Assemble to Order, Configure to Order, Make to Order, and Engineer to Order Manufacturers Increase Profits and Better Satisfy Customers.


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