Setting Customer Expectations

diagram of customer needsWhen a company does what it says it is going to do then builds trust between the company and the customer. When a company fails to fulfill a promise, the opposite can happen. Recently, our local water supplier spent a couple of days in our road, dealing with a leak outside our house. When they departed, they left a lot of stones on the lawn, which would have been dangerous and would have blunted the blade on my lawnmower, had I not spent several minutes picking them up. It struck me as being very slovenly. However I received a very nice note through the door, explaining how much the company tries to improve the customer experience and inviting me to let them know if I was happy with their work. I therefore rang them to let them know about the stones on the lawn. Since I had removed the stones, there was no point in asking them to come back, so I just registered my comment and said there was no need to do any remedial work. However, the lady, who answered the phone, said that someone would phone me back after lunch. This did not happen, which annoyed me more than the original problem, because I felt that I had a promise that something would be done and it wasn’t. I had been encouraged by the first call to believe that the poor service was an exception but, having been let down by the lack of a call back, I rather believe that the poor service was not an exception. The lesson is, carry through on your promises.

Thank you to Keith for this week’s post.

Web Support

PA at computerThis weekend I have been busy setting up the Experience Boutique website.  I had to send a support ticket to my web hosting provider because I had tested the contact form on the ‘Contact’ page and the messages were not reaching me.  I received a prompt response to my support request within an hour.  The request was handled by Brett.  I remembered Brett as he had handled a previous support request that I had submitted.  Knowing who I was dealing with made me feel as though I could trust him and the experience felt more personal. Brett said that he was “happy” to be assisting me.  This made me feel very important and appreciated!  He explained exactly what he had needed to adjust in order to solve my issue.  He made sure that I was happy with the result before he closed the support ticket.  I feel reassured that I can speak to Brett in future if any other issues arise.  Thank you Brett!

As an afternote, Brett sent me a further message following the resolution of my issue.  He requested that I complete a survey regarding the assistance that he had provided.  Personally I felt put out by this.  I couldn’t help but be left feeling as though he had only been courteous to me in order to gain good results on the survey.  While it is clearly important to find a way of gaining feedback from our clients, perhaps there is a better way of going about this.  I’m interested to hear your thoughts!