Understanding expectations is the starting point for great service.
If you don’t understand the expectations of your customers, then everything that you do is likely to contribute to failing to meet them.
Customers will have expectations whether you understand them or not. They usually consist of outcome factors and process factors and have a zone of tolerance for them to be acceptable. The outcome factors relate to the reliability of the service/product and determine whether the service/product meets the customer’s expectations. The process factors relate to the customers experience and will determine if the customer’s expectations have been exceeded or not.
People know if their expectations have, at least been met. They also know when they haven’t.
You know this to be true because you are a customer. A very experienced customer.
How are you ensuring that you understand the outcome and process factors that affect whether or not you are delivering, at a minimum what your customers expect?
Why not use this article to catalyse Conversations That Matter® within your team or organisation.
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| Copyright Gary Ryan 2011 |
Research Participant
Once you realise that the starting point is understanding expectations, everything else becomes a whole lot easier. All you have to do is ask people what they want, and then do your best to deliver that to them.
Gary Ryan enables individuals, teams and organisations to matter.
Visit Gary at http://garyryans.com
Visit Gary at http://garyryans.com