What Am I Getting?

One never can be sure what one is going to receive for their money. You may do your research and still not receive what you expected. It wouldn’t be the first time someone has bought a new car only for it to be a lemon.

The paragraph above relates to the customer experience. There are phrases or quotes which can be related to the customer experience. ‘You never know what you are going to get.’ Another version of that is ‘Life is like a box of chocolates’. So these may be negative.

A personal favourite of mine is...
“People will forget what you said. They will forget what you did. But they will never forget how you made them feel.” - Maya Angelou

I have used words similar to these only to see actions taken which delivered an awful customer experience which led to negative consequences for the customer and the service provider.

I have been reminded recently of what can occur when a person may not be receiving the service they deserve. It related to a medical diagnosis which wasn’t right. Although there was a positive outcome, there was financial expense, physical discomfort, relocation and the awful mental anguish before that positive outcome was realised. Because someone got it wrong.

It is understandable we can all get something wrong. Make a poor decision about how to resolve an issue. If those poor decisions are continual though there needs to be action taken. Sometimes action needs to be taken after the first poor decision if it is bad enough.

It may be the case that we have a ‘near enough is good enough’ attitude. I personally can’t stand that. I wasn’t raised that way. Because that attitude too has negative consequences and often means having to fix something, more than once.

We can’t always research the service or product we are going to receive. But we can manage the service and experience we provide.

What are you going to do in 2019 to ensure you provide your customers with the service and experience they deserve?