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« Teaching customers a lesson | Main | Cynical »

Setting expectations

Robin shares this story:

In January I took my Subaru Outback to the dealer for an oil change, new battery etc.  The last time I took it in I picked up a freshly washed car, it was a new free service they offered.

Cool I thought.  But noticed the dashboard was still quite dusty.  OK maybe I'm being petty but if you're going to go to the trouble of washing the customers car then a 2 second wipe of a dusty dashboard would make the job 100% and not "half assed". They also started giving a follow up phone call to make sure customers were happy with the service.

I wondered if they would wash my car this time, I assumed not. Not in January, too cold.  I was right, the car was not washed when I picked it up. I understood.

But the next day I did get the follow up phone call.  I said I was happy with the service, but asked what was included in the "oil change".  Did they usually check the other fluids, tires etc.?

Yes, a 30 point inspection was always included, all fluids, tires, lights, everything (more accurately 30 things).  I mentioned that after my "30 point inspection" my windshield washer was still bone dry and one front tire was still visibly low.  "Well I guess we messed up" was the response "I'll have Paul call you back so we can make it right".

Well that was Monday, today is Friday and I'm still waiting for the call back.

I guess my point is that if they hadn't washed my car the first time, and hadn't phoned me to see if I was happy with the service I would have more impressed than I am now.

To raise someone's expectations then not fulfill them is worse than mediocrity.

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Listed below are links to weblogs that reference Setting expectations:

» Be careful what you say and do. from Verge
This is a great post by Seth Godin on expectations. It is a sobering thought for a church planter. Many people already have pretty low expectations when it comes to church and followers of Christ. As we set out to launch a church we try to change those... [Read More]

» Awesome Link Reads: 02.03 from Management, leadership & personal development of a young man
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» Customer Satisfaction For Contractors from D. Brown Online - Project Management Productivity & Construction Operations
I saw this short story on Seth Godin's blog this morning and it got me thinking about a formula I heard a long time ago regarding customer satisfaction. Customer Satisfaction equals the Perceived Value the customer receives from the product... [Read More]

» Do companies care? from A cabin full of log homes.
I remember the first time that I was dealing with Americans. Whenever I met people on the street that I knew, they said, “Hi, how are you doing?” I stopped there in the middle of the road “Well, now that you asked…” but they didn’t stop ne... [Read More]

» Surprise Bowl Sunday from Pow! Right Between The Eyes! Andy Nulman's Blog About Surprise
Two tales of Surprise sent along today...which in itself is a great Surprise to me, given that IT IS Super Bowl Sunday, when young marketers heads are absorbed by expensive TV commercials. The first comes from Gary Sherman of Austin,Texas, [Read More]

» Asking Means Acting from Golden Practices
Whenever a prospective client asks me if I can help them implement a customer satisfaction survey, be it written, by telephone or face-to-face interviews, I respond with a question. Are you prepared to act on the information you receive? I know it soun... [Read More]

» The Pain of Service from Epic Living
Seth Godin has a wonderful post about Setting Expectations. The story reminds me of how important expectations are, but more importantly how many businesses just don't understand what service means. A human crisis? [Read More]

» Perpetual Marketing from The Long Process
I read on Seth Godins blog about someones impressions of their oil-change shop, and this was the line that struck me (maybe because it was the last line of the entry) To raise someones expectations [and] then not fulfill them is wo... [Read More]

» Вызывать ожидания from Как продать
Вызвать у кого-нибудь ожидания и не выполнить их - хуже, чем просто посредственность ... [Read More]

« Teaching customers a lesson | Main | Cynical »