over promise and under deliver Archives - Shep Hyken | Customer Service Expert

managing customer expectations

Recently I checked into a hotel in Chicago. The front desk clerk was so enthusiastic. Upon checking me in she stated, “I’ve put you in the best available room.” I was only there for one night, so I thought she was upgrading me. To match her enthusiasm, I responded, “I bet that room has a view of the ocean and the beach!” Of course, there’s no ocean or beach in Chicago. I was just joking. She then said, “Oh, you’re looking for a view. You could upgrade to a room with a view if you would like.” I was surprised and said, “But, I thought you told me you were checking me into the best available room.” (more…)

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