If you have upset customers too often, it’s because you didn’t put the processes and systems in place to avoid misunderstandings, unrealistic expectations, mistakes, and hit and miss quality upstream of the final product being delivered.
What product design, communication tools, training programs, or other things can you put in place way before the next customer ever calls to make it a great experience for them?
Well said, Larry. The One Team training in Omaha last month was/is big for us in unifying our departments in this critical area of customer expectations. We’ve made very deliberate changes in our dept meetings as a result to bring more unity and clarity across the board.
The goal of all this, of course, is that our customer’s win. And win not some of the time or most of the time, but virtually every time. The importance of first setting and then proactively managing customer expectations cannot be overstated.
Good Call. Have a sales process that works! Everybody shall be on the same page. Remember what is said and promised at the table signing time you have no control over. I would guess It starts with the hiring process. Hire good people that think like you.