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August 19, 2005
Thoughts on customer expectations
This guest entry by Lawrence Haughton, posted at Anita Campbell's Small Business Trends blog, is just fabulous.
Important point here for micros. We tend to fall all over ourselves servicing our customers and so many of us assume that we have no customer service issues. But Haughton's tale is a cautionary one: you shouldn't make those kinds of assumptions.
Instead, it pays to find out what your customers think of you, what their levels of customer satisfaction are. Perhaps most importantly, take a little time and trouble to find out what your customers expect of you when they hire you. It'll be tough to meet those expectations if you don't know what they are.
Then, too, if your customers come to you expecting one set of stuff when you are only prepared to deliver a different set of stuff, clearly your marketing materials are misleading them. Time to revise and revamp either the marketing materials or the way your services or products are put together.
Good stuff. Check it out.
Posted by The Journal Blogger at August 19, 2005 07:30 AM
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