Unrealized Customer Expectations

Manager: This will save us money.

Employee: I don’t think that is what the customer wants.

Manager: I think they will be fine with this.

Nearly every day I witness first hand, or hear about bad business decisions. When the quality or value of product or service offerings decrease so does customer satisfaction.

Sometimes good employees make bad decisions. They hear about economic woes and being engaged and committed to the organization (not to mention empowered) they make decisions that affect the customer. Many of these choices seem insignificant at the time, but become deal breakers later. Unrealized customer expectations are a leading cause of customer dissatisfaction and loss.

When the customer, or economic buyer, of a good or service also faces tough times, they too will make changes. Where do they start? If they are smart, they eliminate vendors or strategic partners who provide the least value. Price is important, but value is what should be the basis of the decision. Value represents itself in various ways, it may be quality, reputation, experience, value add (niceties), and even the feeling (emotions) of the transaction.

Don’t forget that nearly every organization has both internal and external customers. The same “rules” apply.

Do you know what your customers need? Do you know what they expect? If yes, how do you know? (Guesses or “I think” may not be good enough.)

- DEG

Internal Customer Service

“I am so sick of the people at this place!”

You never hear this so much as whispered in great organizations. One great thing about working with many different organizations in many different sectors is that I have the opportunity to see and hear a lot of different workplace experiences. Many of these experiences, while always slightly different, have a similar theme. One of the most disturbing to me is the breakdown of internal workplace relationships.

Workgroups, departments, and organizations that are the most accomplished seem to be those who place high value on each other. These organizations are different because the energy of the organization is focused on seeking opportunities, building on success, solving problems, and most important – helping the customer. This mindset starts within the organization and is demonstrated in its message to both the internal and external customer. Who is your customer? If there is any doubt, consider everyone your customer!

Organization leadership needs to demonstrate the commitment to building a positive and motivated culture. This begins internally with a commitment to serve each other. Do you answer your internal telephone extension? Do you respond promptly and appropriately to email? Do you demonstrate consideration, respect, and caring? Great organizations are healthy on the inside, they waste little energy on internal politics and soap operas, they are focused on the most important thing – the customer. 

Pizza! A Customer Service Experience

Recently I called my favorite small town pizza shop and heard a pleasant but unfamiliar voice. The new young lady answering the telephone was trying to help me but was having difficulty talking to me since she was preoccupied with other conversations. Apparently she was waiting on a customer at the counter, answering a co-workers question, and also attempting to take my order. After three attempts to place my order I felt only marginally confident that my order would be correct.

Twenty-five minutes later I arrived at the pizza shop and was greeted by the new employee; standing beside her was the young lady that typically provides service. As I approached the counter she politely asked if she could help me and proceeded to get my pizza and enter it into the cash register. After a moment she looked at me and said “$19.07.” In response I quickly handed her a twenty dollar bill. Taking the bill from my hand she paused, looked at me and said “Do you have change or do you want me to count it out for you?” Stunned, I paused for a moment, smiled, and then replied with, “you can put the change in your tip jar.” Exchanging a glance with the other young lady I noticed a slight eye roll, then a smile, and a sincere “thank you.”

I walked away happy – I was very hungry.