Managing Expectations
June 12th, 2007 by Mike McKinnonSeth Godin has a great post about the expectation paradox. Quite simply, he states, that while you want to raise expectations, you also do not want to fail to live up to those expectations. It is a double edged sword. While his post is informative, it fails to offer up any real solution.
At ReadyTalk, we work with the customer to set the expectations up front. For all of our events, we have a knowledgeable and experienced event staff that works with the customer for weeks leading up to the event. They have an open discussion about the goals and objectives of the event as well as any expectations they might have (turnout, registration). There is a tremendous amount of coaching and preparation that goes into these events so that we can manage the expectations of the customer and they are satisfied with their event. Ultimately, that is our goal, to ensure that the event meets the customers expectations.
Technorati Tags: Seth Godin, web seminars, webinars, web events
June 17th, 2008 at 7:54 am
[...] Setting customer expectations from the start is crucial in any business. While I’m sure the department store installed the recorded message with good intentions, it setup an opportunity for failure, rather then an opportunity for success. Too often, we forget how customers will respond and react to processes that are put in place. Ways to ensure customers have a positive experience: [...]