People expect good service. Period. Often, their expectations are not met. Too often. Just think about your own experiences as a customer. How often are your expectations met? How often are they exceeded?
Customers expect their expectations to be met. You expect your pay to arrive when it is due. You expect your food to be delivered as ordered within a reasonable timeframe and at the appropriate temperature when you order food at a restaurant or cafe. You expect finance reports to be delivered and inclusive of all appropriate information as scheduled. You expect to be treated as a human being when you visit a government agency, education institution or medical facility.
Unless you are aiming to exceed the expectations at the level that you understand them to be, you may not achieve a consistent level of meeting the expectations that you do know exist. This never-ending journey means that exceeding expectations is a challenge. A real challenge. A challenge worthy of your commitment. Is your organisation currently worthy of your commitment?
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Copyright Gary Ryan 2011 |
Theo Gilbert-Jamison, service excellence expert/author
Gary Ryan
Organisations That Matter
Providing services and resources to Senior and Developing Leaders who believe that people matter!
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