success - Turbo Coach, achieve breakthroughs - Brian Tracy

Four Levels of Customer Satisfaction
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week, she would drop off her family’s cleaning in the morning
and pick it up that evening. Although there were frequent
changes in personnel, with some employees friendlier than
others, her clothes were always ready the same day. As a
busy working wife and mother, this was important to her
and, although she often received flyers from other dry cleaners
offering cheaper service, she felt no compulsion to even
try them out. Once when she stopped in to pick up her cleaning
at the end of a hectic day, the proprietor explained they
had been very busy and her clothes would not be ready until
the next day. She said nothing but, on the way home, she
stopped at a nearby competitor and asked if they had sameday
service. They did, and that was all it took for her to
switch. She picked up her clothes at her old dry cleaner the
following evening and never returned. Over the years, she
had come to expect same-day service. All it took was a single
experience of unmet expectations for her dry cleaner to lose
a valuable customer.
What do your customers expect of you? You should be
very clear about this. And you must make every effort to at
least meet these expectations.
Exceed Customer Expectations
This higher level of customer satisfaction is reached by surprising
your customers, going beyond what they expected.
Fast, friendly service, followed up by a phone call to make
sure everything is all right, might put you into this category.
So does a product or service that is a cut above that of your
competitors.
Another client shared the following story. As a youngster,
he joined his father every Saturday in what became a father-