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.
In order to be able to consistently meet expectations, your organisation must aim to exceed expectations. It is likely that there will nearly always be a lag between when you last checked the expectations of those you serve and the actual service that you are providing them. The lag time may include a change in the level of expectations of those you serve.
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?
|Managing expectations is part of the OTM Service Strategy®|
“Consistently exceeding the expectations of the customer, personalizing his or her service experience, and continuously improving your product or service so that it creates greater value for the customer produces a level of customer loyalty that cannot be matched by your competitor.”
Theo Gilbert-Jamison, service excellence expert/author
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