delivering on expectations

Delivering on expectations

Shipment delayed-weather. That was the message about why my package was delayed. The only thing was, I could see it was at the local warehouse and there wasn’t an issue with weather in the area. So, there is sat for two days until it was delivered on the day the major snowstorm came through town, shutting the area down.

Companies set expectations about their services. We’ve come to expect deliveries to be seamless (except for the supply chain hiccups during the pandemic). When it doesn’t happen the way we expect, people take notice and they change quickly if problems persist. That’s the thing about expectations. People want the what they signed up for, whether it was written down or just a given.

Posted in Customers, Leadership, Strategy.