The Bad News Is … You Are Meeting My Expectations

There are only three possible impressions that a customer will walk away with having done business with you and/or your company. You have either …

Not met their expectations or …
Met their expectations or …
Exceeded their expectations

Not meeting your customer’s expectations speaks for itself. Meeting a customer’s expectations is a neutral experience at best and a God-awful one at worst. It means absolutely nothing if we can’t recall anything memorable about the exchange. Nothing good. Nothing bad. Pure vanilla. Neutral experiences mean that this person will likely not go out of their way to do business with you again and your name will certainly not be top of mind if there is a referral opportunity and that is … bad.[Tweet “The goal of every sale should be to exceed customer expectations!”]

The next time you do see them, and that is assuming that they even do return, you will be no more than a spot on the list of places to visit. You don’t have a customer. You have a shopper. The fact that they have purchased from you before don’t mean butkus.

I really do hate to be a whiner but, I’m a consumer too. My expectations of receiving any decent level of customer service are already extremely low and if you meet those expectations, that might be even worse. I got exactly what I expected. At least I am rarely disappointed. What I am is saddened.

I do remember the last time that a company excelled. I shop quite a bit on Amazon and I have only had to return an item once. I ordered a fancy coffee maker and it arrived busted up but, without any visible damage to the package. No questions asked, I printed out a prepaid return label and Amazon had already shipped me a new unit before I even had a chance to mail the old one back. Yeah, I like Amazon … a lot. Read on at Maximize Social Business …

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Craig M. Jamieson

Managing Member at Adaptive Business Services

Craig M. Jamieson is a lifelong B2B salesperson, manager, owner, and a networking enthusiast. Adaptive Business Services provides solutions related to the sales professional. We are a Nimble CRM Solution Partner. Craig also conducts training and workshops primarily in social selling and communication skills. Craig is also the author of "The Small Business' Guide to Social CRM", now available on Amazon!