Over the last two months I’ve been dealing with an organisation that I really want to have a positive experience with, but so far have been disappointed. Why am I disappointed? Well each time I’ve interacted with them they’ve told me what the they’ll do next and when I can expect to recieve a response from them. So far they’ve consistently been late.

The problem in not that they’re late however. It is that based upon what the promises they make, I form a set of expectations. When they then fail to live up the these expectations I feel disappointed, let down and begin to question their professionalism and the quality if their product.

At this point you might well be wondering why I’m still dealing with them. Simply put it’s because there are very few alternate suppliers that fit my criteria and I realise that when dealing with a big organisation like this, the low paid staff that provide the majority of the customer service are never going to have the passion commitment or enthusiasm necessary to deliver quality service.

I would suggest that this poor service is a great business opportunity for a new entrant to the market, but there are significant barriers to entry in this market. Instead there’s a lesson for small businesses and small business owners.

Don’t promise something you can’t deliver. By setting expectations and then failing to meet them you loose your credibility. If you under promise and over deliver you delight customers.

Subscribe:
If you enjoyed this post and would like to be kept updated on future posts, then please Subscribe by Email or subscribe to my RSS Feed.