The best way to manage customer expectations is this….first of all, you cannot control every single situation or instance for external factors that determine customer expectations but what you can do is, number one: keep up with the market trends & number two: keep up with what your competition is offering and create a “superior experience”! As Dr. Maya Angelou put it, people will forget what you say & they will forget what you do but they will never forget how you made them feel!!!
As far as internal factors go: You’re going to do what you say you’re going to do, when you say you’re going to do it and do it with a spirit of excellence!!
Foster a “spirit of excellence” climate within your role! One of my favorite books says: If the head is sick, the whole body is sick. Translation: in your case, if there is no spirit of excellence with the leader then there won’t be with the people following you!
We always attract what we are.
That is all…..
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