Margo Chevers
Northeast Leadership Enterprise
PO Box 281
Wales, MA 01081

Margo@MargoChevers.com


Is Your Attitude Worth Catching?

STOP the BS (Bad Service)

The Power of Managing Customer Expectations

Leadership for the New Millenium

Margo Chevers Blog

Friday, June 03, 2005

Customer expectations

I just had an experience today with a contractor who had promised to be at my house at 4PM to give me an estimate on a fence for my yard. At 4:05 I figured he was just running late, coming from another job. At 4:15, I wondered why he didn't call me to let me know he was held up. At 4:30, I decided he wasn't going to show up. By 4:45, I dismissed him as a possible prospect for putting up my fence. When he called at 5PM to apologize and tell me that he had forgotten our appointment, I was beyond caring. When you promise to do something for a client (or in this case, a new customer), you should make every effort to live up to your promise. As a matter of fact, you should deliver more than you promise. I contrast this company's lack of attention to the customer to the pest control company I recently called. They told me they would be to my house between 3 & 3:30. They arrived 5 minutes early. I was very impressed - to say the least.

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