communication Archives - Ask The Manager

communication

The Infamous Overpromise: The Most Avoidable Driver of Bad Customer Experiences

The Infamous Overpromise: The Most Avoidable Driver of Bad Customer Experiences There is a subtlety to properly managing expectations that some people just don’t understand. Every competent dog groomer, auto mechanic, barber, plumber, electrician, etc. that we’ve ever stopped using could not manage expectations properly. These otherwise well-meaning and (as we wrote) competent tradespeople continually […]

Improving Customer Communication: Nebulous Term or Primary Driver of Improved Customer Experience?

Improving Customer Communication: Nebulous Term or Primary Driver of Improved Customer Experience? Given that the cause of most customer service issues stem from misaligned expectations, and that customer-first companies both manage expectations and keep their customers informed, you might have concluded (correctly) that the successes or failures of your customer experience efforts depend largely on […]