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Great expectations
Tue, Aug 18, 2020
Last week, I wrote about the PAW Patrol digger that I bought for my 3-year-old son.
That’s when he started realizing the difference between my vehicle and his.
The big difference being that his digger doesn’t have a brake; it just accelerates at 3mph and stops on releasing the accelerator.
Yesterday, we were in the car and I braked at an intersection.
Immediately, he asked, “Dad, did you just press the brake to stop the car?”
“Yes,” I replied.
“Can you get me a brake for my digger?” he asked.
“Let me see,” I said, unsure of how that would work.
He thought for a minute and then opened the floodgates.
“Can you also get me a gear and a wiper thingy, and also something to put songs in my car when I drive?”
And just like that, he drove me right into a corner.
The first step in exceeding your customer’s expectations is to know those expectations.
Takeaway
- We all want as much as we can get – sometimes, even things we don’t need.
- Be careful in your offers and align expectations well at the outset so that you’re asked only what you can deliver.
Tomorrow, I’ll be talking about a brand that knows exactly what it offers. Till then, send me an email if you’ve been asked for something you could never deliver.
