Satisfied, or contented, can be defined as almost a non-event, unsatisfied a negative event. So, there is only one way to go….down, discontent.

Now let’s look at an unexpected result for a customer.

• If a customer isn’t expect
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  Most people think that “just turning up the effort” a bit is all that it takes to truly Delight a customer. They believe that customer satisfaction is a linear relationship, the more effort, the more you put into it the happier the customer. That just isn’t the case.

  There really is a couple of ways we can differentiate this. The differentiator:

  • Something the customer expects
  • Something the customer never expected, but values once he has it.

  First let’s look at something that a customer “expects.”

  • If he isn’t getting what he expects he’s unhappy. When he finally gets it, he’s contented, satisfied.
  • When a customer EXPECTS something you can only go from unsatisfied to satisfied, no higher.

  An example of that is when a customer expects something to work..

  • If it doesn’t work he’s VERY unhappy.
  • If it works but just not quite like he expected he may be not be as unhappy.
  • When it finally works to his expectation he is content. He isn’t delighted, a long way from it.

  Satisfied, or contented, can be defined as almost a non-event, unsatisfied a negative event. So, there is only one way to go….down, discontent.

  Now let’s look at an unexpected result for a customer.

  • If a customer isn’t expecti
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    .

    There really is a couple of ways we can differentiate this. The differentiator:

    • Something the customer expects
    • Something the customer never expected, but values once he has it.

    First let’s look at something that a customer “expects.”

    • If he isn’t getting what he expects he’s unhappy. When he finally gets it, he’s contented, satisfied.
    • When a customer EXPECTS something you can only go from unsatisfied to satisfied, no higher.

    An example of that is when a customer expects something to work..

    • If it doesn’t work he’s VERY unhappy.
    • If it works but just not quite like he expected he may be not be as unhappy.
    • When it finally works to his expectation he is content. He isn’t delighted, a long way from it.

    Satisfied, or contented, can be defined as almost a non-event, unsatisfied a negative event. So, there is only one way to go….down, discontent.

    Now let’s look at an unexpected result for a customer.

    • If a customer isn’t expect
      Buying Back Customers
      Five other peoples joined us for dinner. My wife and I ordered “medium rare.” We were served “well done.” Three others in our group weren’t happy with their dinners as well. I didn’t cross the establishment off my list. I complained.I’m a writer. I write. I complain. I’m also a teller. I tell people. I tell people when I’m happy. I tell people when I’m irritated. I tell people
      ts.”
      • If he isn’t getting what he expects he’s unhappy. When he finally gets it, he’s contented, satisfied.
      • When a customer EXPECTS something you can only go from unsatisfied to satisfied, no higher.

      An example of that is when a customer expects something to work..

      • If it doesn’t work he’s VERY unhappy.
      • If it works but just not quite like he expected he may be not be as unhappy.
      • When it finally works to his expectation he is content. He isn’t delighted, a long way from it.

      Satisfied, or contented, can be defined as almost a non-event, unsatisfied a negative event. So, there is only one way to go….down, discontent.

      Now let’s look at an unexpected result for a customer.

      • If a customer isn’t expect
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        stomer expects something to work..
        • If it doesn’t work he’s VERY unhappy.
        • If it works but just not quite like he expected he may be not be as unhappy.
        • When it finally works to his expectation he is content. He isn’t delighted, a long way from it.

        Satisfied, or contented, can be defined as almost a non-event, unsatisfied a negative event. So, there is only one way to go….down, discontent.

        Now let’s look at an unexpected result for a customer.

        • If a customer isn’t expect
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          .

        Satisfied, or contented, can be defined as almost a non-event, unsatisfied a negative event. So, there is only one way to go….down, discontent.

        Now let’s look at an unexpected result for a customer.

        • If a customer isn’t expecting something he is content because he doesn’t miss it. It is a non-event.
        • Once you start delivering something unexpected, and valued, that becomes a VERY positive event, a delighted customer.

        An example of this might be that you delivered what he expected (a non-event, contented customer), but delivered it in half the time that others have before, that saved him money (now that’s a positive event, delighted customer). It was so much faster than anyone had ever delivered it, he wasn’t expecting it. He’s a very delighted customer.

        Of course, we MUST make absolutely sure that when we deliver the unexpected, that it satisfies a customer’s wants or needs, otherwise it wouldn’t be valued.

        Let’s restate that:

        • If a customer expects something, no matter how much effort you put into the result you can only turn a customer from unhappy into contented, or satisfied. Basically a non-event. He expects this from everyone, every time. You now become “average” as the best you can be.
          Once you “satisfy” the custom