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Exceeding customers’ expectations?
If I hear "Oh let's exceed our customers' expectations" one more time I will scream. Usually my response is: ‘Why don't we just meet their expectations in the first place?' Too many times the marketing hype (the promise) does not always connect with the sales expectation set up by the sales team, which doesn't always translate into a service experience we were promised in the first place. We are often left disappointed, jaded and, if it happens more than once, cynical. Too many of us have stories of where we have been let down by businesses not fulfilling our expectations. We see broken promises, exaggerated claims, hollow offerings, no real value!

Other service technicians Related Articles

Social Emotional Intelligence in Leadership
Leaders and entire organizations have discovered that success in the workplace has significantly less to do with intelligence or core job competencies and more to do with emotional and behavioral intelligence. The best technicians and the most brilliant team members will often end up with the highest degree of dysfunction when their emotional intelligence is very low. The fattest human resource files have very little to do with job knowledge and generally, have a great deal to do with poor behavioral adaptation and emotional intelligence.
Marketing is about Differentiation
Without a differentiated service, your service becomes a commodity because you become subject to the market, and vulnerable to someone else with a lower price. To command a higher price for your service and maintain superior profit margins, you must differentiate your service and provide more “perceived” value.
5 Ways to Get Unstuck in Your Marketing - Part 1
Most of our small business activities involve right-brained thinking. We run numbers, we analyze, we crunch data, and we do all the "stuff" that we do as the technicians of our business.

The Business Owner's Challenge: Manager or Practitioner?
One of the most common challenges I see with practitioners and technicians who own a business is that they actually love being the practitioner! All of the beautiful advice from the e-Myth stands completely at odds with their greatest strengths and desires. So what to do?
Many businesses build their brand by educating potential customers. Informative, high quality content promotes what they do and demonstrates their expertise. However, it pays to think of your content as the vehicle – i.e. content is plentiful and everyone has some!
One of the most common challenges I see with practitioners and technicians who own a business is that they actually love being the practitioner! All of the beautiful advice from the e-Myth stands completely at odds with their greatest strengths and desires. So what to do?
Management, What are They Doing All Day?
We can be of service when you want conversation with real world business technicians and associates experienced in management, franchise relations, hospitality & lodging, talent recruitment, brand advancement and business sales, and that is all before lunch some days. Bringing experience in addressing ownership needs, focusing creative minds on exceeding goals, adding team strength, helping increase loyalty and profits is the job. Our chosen niche consulting work is independent and specialized, always focused on the client's interests. We create umbrella group strategies to reach goals, collaborating with select specialists in cultivated networks of professionals in management, marketing, hospitality, acquisitions, media and franchising. We have got work to do.
Would you get A Tattoo of the General Motors’ Logo?
When was the last time you were really excited about the customer service you received? A recent survey showed that 44% of people rate the customer service they usually receive as dull and bland. Most customer service experiences are, well ok, and we unusually come away somewhat satisfied from the experience. This is all well and good, but most of your competitors are already doing this. To stand out from the competition you need to demonstrate customer service on a dramatically different level: service that is anything but bland and dull! Think Disney, Harley Davidson, or Apple.

Industries That Need Emergency Contact
Many answering service customers are ones who rely on emergency 24 hour call dispatch such as locksmiths, doctors, and HVAC technicians. When these businesses partner with a telephone answering service, they are more apt to provide around the clock timely emergency response versus having their after hours calls routed to voicemail or cell phones.

The Need for Pagers Continues Even Today
Pagers used to be the favored communication method for doctors, physicians, and technicians in in the 1980's and early 1990's. Though smart phones have replaced pagers and beepers in many cases, there is still a need for those devices.

Leaders Go First
The CLEMMER Group did an extensive assessment with a divisional manager to diagnose the strengths and weaknesses within his division and implement a major change and improvement process. Our assessment report showed that the problems in the division's customer service, quality, and productivity could be traced to one cause - the management team was dysfunctional. They were technicians and managers, not leaders. Their individual and collective leadership was weak. After reviewing the report with the division manager, we planned an off-site retreat with the management team to review the report and establish action plans.

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