Exceeding Customer Expectations

Insights from William Franklin’s article "Who Cares? Eight Principles for Dealing with Customers," in the Exchange Art of Leadership book, Promoting Early Childhood Services:

"Customers have an internal accounting system. They view a purchase as a favor. After all, your customers can buy their products and services from anyone, but they chose to do business with you. Whether you conducted the business transaction correctly or incorrectly, customers now view the purchase as a favor, as a 'credit' and they 'debit' your side of the ledger so that you are always working your way out of a deficit condition with your customers."

"When you or one of your employees has fouled something up, you really owe the customer—big time. So it is essential that you not only correct a problem, but you also must be willing to lose money to set things straight. If Federal Express, for example, fails to deliver by 10:30 am, the service is free. They didn't do what they promised, 'Absolutely, Positively, Overnight.'"

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