Satisfaction.....a very tuff word to measure. Wouldn't it be great if all of our customers walked away from the sale satisfied or better yet, having their expectations exceeded?
I just gave it away. The key to a highly satisfied customer lies within what their initial expectations of the process were. If you walk into a movie expecting 2 thumbs, way up, and you only get 1 - you're dissatisfied. If you walk into a restaurant expecting to have a great steak and you have to send it back to the kitchen twice, your level of dissatisfaction quickly multiplies.
How do you know what your customer's expectations are? ASK THEM. This will also save you a lot of time working with people whose expectations of the process are completely unrealistic. This is not to say to completely give up on them. But if you don't think that a little knowledge and a little salesmanship can bring them back to reality....it's time to move on.
The paradox of insular language
1 year ago
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