It actually happened once again this week. I had a conversation with Beverly, a representative of a company that I’m doing business with and she needed to find information for me about my account. It’s Sunday as I am writing this blog and the conversation took place a week ago from this past Friday. I still haven’t heard back from her.
Expectations
When I phoned Beverly a second time, during the middle of this past week, she apologized for not getting back to me and explained that she had been out of work for a couple of days. She hadn’t yet had the time to do the necessary research. That in itself is certainly understandable. What made it frustrating, however, was the expectations that she had set. Beverly had told me during our first conversation on Friday that she would get back to me later in the day.
Mac and Cheese
My youngest son is 13 years old, seems to be growing everyday and has a healthy appetite. On Wednesday evening I was simultaneously working at my home office and preparing his second meal of the evening, macaroni and cheese. As his hunger pains grew I heard him politely ask, “Dad is it ready yet I’m starving?” “Another ten minutes” was my immediate response.” Five minutes later I told him that is was ready. “That was fast,” he said with a smile as he bounced his way into the kitchen.
A Matter of Perspective
Good service is based partially on reality and partially on perspective. If Beverly had explained to me that it was going to take ten business days to research the information that I needed, my expectations would have been different. I most likely wouldn’t be feeling the disappointment that I am. If I told my son that his dinner would be ready in two minutes and it took five, I’m sure that, especially given the impatience of today’s adolescents, his perspective would have been different. As it was, five minutes in fact exceeded his expectations.
I think the point is clear. To become a a star in the mind of your clients – under promise and over deliver!
Have you ever had such an experience? Either in servicing or being serviced yourself? Please let us know in the comment section below.
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A BIG thumb’s up!!!!!!
Thanks Mary-Jo. There will be a sequel to this.
A rolling stone is worth two in the bush, thanks to this arilcte.
I’m impressed! You’ve managed the almost impossbile.