The Olympics has been fantastic. It’s been eight years since we last saw all the pomp and circumstance, the crowds, the proud family members cheering their athlete on. And not all of it can be condensed down to the nightly primetime broadcast. So, I set specific events to record only to find that a different event was recorded in its place. Surfing through the various places that might have the video on demand only came up short. I signed up for something I didn’t get. And it was disappointing.
Unfortunately, not getting what you signed up for happens too often in business. And when it does, there should be an avenue for the customer/client to share what went wrong and provide an opportunity for the business to make it right. That gives the business a chance not only to deliver on the promise, but also to fix the process that led to the miss.