Businesses that serve their customers with clear expectations that they fulfill find they are building long-term relationships. Conversely, not meeting the expectations of customers creates dissatisfaction and problems no business needs as they seek to build their brand.
In the latest Consumerist blog, Laura Northrup writes of Google’s plight: We’ve posted before about how Google’s idea of offering product support is to maintain some customer forums and peek in every once in a while. That’s understandable for free tools like Gmail and standard Google Voice, but customers who have paid Google for services expect more. For example, many of the customers who have paid to port their phone numbers to Google Voice so far this month have received an e-mail confirming that their port went through…then discover that people who call them are getting a message that the number has been disconnected. (http://consumerist.com/2013/02/04/shockingly-customers-who-buy-google-products-expect-some-customer-service/)
Northrup goes on to say that Google responded to the complaints and rectified the situation. Her source for the material wonders if they needed to be shamed into action. Whatever the case, it was an unnecessary problem of their own making. Expectation wisdom: make sure the customer knows clearly what to expect, then deliver it. That’s the basis of trust, and a long-term relationship.