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

Victim or Champion

There are those who are always blaming someone else when their decisions turn out bad. Often referring to themselves as the victim they tend to view outcomes of their life as fate or some predetermined destiny.

If we believe in fate, then we must also believe in the concept that fate presents us with choices. Those choices and their associated outcomes are not predetermined, but provide us with opportunity. While it may be true that we can be the victim of a crime, we have an opportunity to create our own destiny.

Successful people persevere, they take risks, confront fears, and they assume responsibility for their future. They are not the victims of their own life, they are the champions.

Are you creating your destiny? Are you a champion?

- DEG

Always Changing

We get bored with the “same old – same old” so we change. We face a conflict or controversy so we do something different the next time by changing. We learn about a new product or service that peaks our interest and we try it, so we have changed.

High achievers reach for change, they get excited about change, and they do something that others don’t – they find energy and motivation in change. Often bored with the status quo they innovate. They don’t procrastinate or hesitate, instead they get things started by doing something great.

Successful people change, not by force, but by desire.

When was your last change?

- DEG

New Sneakers

The other kid on the playground, your brother or sister, or the kid down the street; I remember whenever I got a new pair of sneakers that I was suddenly faster. I could challenge the other kids, run hard and run fast. I wouldn’t quit, I couldn’t give up, and often I could win. It probably wasn’t that I was exceptionally fast, and I did get beat, but it was because I was determined that I could do it.

A positive mindset, determination, and a never give up attitude. Many of us may have experienced “the sneakers make us faster” scenario. Do these childhood experiences carry on in our hearts forever? Desire, determination, and a positive mind set may make the difference for adults who want to create success.

It’s not too late, put on a new pair of sneakers!

- DEG

Don’t Hesitate

Disappointment, struggle, and stress, we face challenges every day. So often we allow ourselves to get caught up in the negative side of life. We don’t talk about that fantastic customer service experience; we talk about the two we hated the most. We don’t say how great we feel, we complain of the headache, backache, and arthritic pains.

Sometimes we take for granted the things that provide us with happiness, hope, and inspiration. We forget everything that we have accomplished, the challenges that we have faced, and the difficulties that we have overcome. Everyone has the ability to create their own destiny. Taking a positive approach to getting there may make the difference between those who achieve it and those only dream it.

Take a risk and make some positive changes. No regrets, be smart, work hard, and most of all don’t hesitate - take action.