When Setting Customer Expectations Backfires

When Setting Customer Expectations Backfires

One of the most important ingredients for delivering service excellence is setting a customer’s expectations. I live in Manhattan and use the subways for transportation.  When a station has an electronic sign telling me when the next train will arrive, I’m happy. I, along with everyone else, have important information that helps us make decisions.  We are in control. I also use OpenTable, a website for making reservations at restaurants.  It’s easy to navigate: click on the city, date, time and restaurant of … [Read More...]


Five Ways to Destroy Customer Goodwill

Millions of dollars are spent each year attracting new customers.  Once a company procures that customer, an investment is made to deliver an excellent customer experience. However, all the money on advertising, social media exposure, and staff coaching, goes right out the window with the word, “NO!”  There are other variations as well: “can’t, won’t, not allowed.”  All have the capacity to destroy customer goodwill. In August, I went into a men’s store and asked if they had their winter gloves in stock … [Read More...]

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About Richard

Richard R. Shapiro_10.26.11Richard R. Shapiro is the founder and President of The Center For Client Retention (TCFCR), which provides research, training and consulting services to Fortune 500 corporations on how to improve the customer experience. His first book is The Welcomer Edge: Unlocking the Secrets to Repeat Business. [Read More...]

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