Dog Poop, E-mail & Expectations

Check out this story from Drew I found in my email archives:

What are they expecting?

Posted: 01 Jun 2009 08:30 AM PDT

One of the most common customer service axioms is: exceed their expectations. We've all heard it. But have you ever really thought about how it applies to your business.

Do you really know what their expectations are? How can you exceed them if you don't? Let me give you an example.

As you probably know, I walk Maggie the mostly lab along a park's bike path. We walk for a couple miles and along the walk, there aren't any trash cans or dog waste receptacles except at the very start of the path.

Should you be walking your dog and about a mile into the walk, the dog does their business, as a good dog owner you have to pick up the waste. And then carry it for the next mile. Not so great.

One Sunday, after having that exact experience, I sent an e-mail to the "contact us" button on the park and recs page. I suggested a couple spots along the path that would easily accommodate a trash can. I didn't have high expectations. After all, we're talking city government.

So I was blown away on Monday morning when I had an e-mail back from the Director of Parks and Rec, saying it was a good suggestion and they'd get the cans out there soon. I was even more blown away when the cans actually appeared within the week.

They totally and completely exceeded my expectations simply by answering my e-mail and listening.

But, had they decided to conduct a trash can usage survey, ignored my e-mail all together or put it on the next city council's agenda -- my expectations would not have been exceeded. They would have been met. And I expected them to disappoint me.

Before you give your troops the "exceed their expectations" speech -- why not figure out exactly what that means so you can not only give them the speech but also give them the road map on how to get it done.

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