A friend of mine travels regularly for business and usually stays in the same hotel in each city. She works in a similar industry to me and we share an interest in sales and marketing and delivering good customer service. A couple of weeks ago she stayed in a hotel in Sydney. A few days…
Tag Archive: client expectations
Getting The Temperature Right
On my drive into work today I noticed an electronic sign out the front of a business that alternated between displaying the time and the current temperature. You’ve probably all seen something similar wherever you are in the world. There’s a few around the city where I live, and I’m always fascinated about whether they’re…
How To Apologize
I came across this post today from the Church of the Customer blog after it was mentioned by Jeremy on his blog. I’ve blogged before about how service breakdowns will happen from time to time – they are to be expected when you rely on people to deliver your service. The interesting thing is that…
Thoughts On Service Standards
I’ve had some interesting experiences recently in my interactions with a couple of companies and their ideas of service standards. Example 1 I was doing some work for a client that required us to get some articles approved by an external compliance area. They were simple articles that only provided a general overview of the…
What Clients Want
A few years ago I read a great article by Parasuraman, Berry & Zeithaml called ‘Understanding Customer Expectations of Service’ from the Spring 1991 Sloan Management Review. The article looks at customers of service businesses and helps us understand what their expectations are. It stands to reason that if we want to provide great…
