A recent survey by the HBR suggests that exceeding customer’s expectation (delighting them to coin a phrase) won’t get you more customers. But not giving them what they want will cause them to walk.
Seth Godin on the other hand maintains that:
“recovering from failure is such a great opportunity. If you or your organization fail and then you pull out all the stops to recover or make good, the expectation/delivery gap is huge. You don’t win because you did a good job, you win because you so dramatically exceeded expectations.”
So you have two choices:
1. Deliberately mess up and then fix the mess.
2. Don’t mess up in the first place.
Which is it going to be?
Personally I would go for option 2 (with 1 as a backstop)
Image by Alan
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