Leadership Tip
Great Expectations
After waiting over an hour
for room service and 30 minutes
for my car at valet parking,
I started thinking about expectations.
I became a difficult customer
in both of these circumstances
as I was not prepared for such a long wait.
My expectations could have been managed
if I had been told what to anticipate.
My anger would have diminished.
Frustration arises when reality
does not meet our expectations.
As service providers, it is important
to manage customer expectations.
Let people know the timeframe for delivery
or if their expectations are unrealistic.
If they are undergoing a medical procedure
or starting a process, inform them
about what they can expect at each stage.
We often avoid these conversations for fear
of upsetting the other party or losing business.
(Ironically, you are more likely to cause upset or
lose the business if you have not managed expectations.)
People want to know where they stand and what is happening.
Managing expectations will benefit both you and
your client.
You’ll reduce disappointment and anger
and likely increase your customer connection.
Leadership Tips Archives
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2005
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