Explanations and Expectations

Upfront explanations can set proper expectations to avoid future exasperation.

Setting the proper expectations with customers is a crucial element in helping to ensure a high level of customer satisfaction.  A Harry Chapin song lyric: “Empty spaces always asks for filling,” illustrates the importance of setting expectations beforehand.  Often, all that is required is an explanation of what should be expected and, equally important, what not to expect.  All of us hate unexpected negative surprises.  Most of them can be avoided with some preparatory work and communications.