At various points during interaction with clients and customers, you set an expectation with your presentation and communication. High, low, somewhere in between.
Case in point: I had dinner a few nights ago at a restaurant that automatically adds 20% gratuity to your bill – regardless of party size (we had five). I knew this was their practice before I sat down. I am usually a decent tipper; and when my wife is with me, I’m a better tipper. But, tipping is based on service provided: better service, better tip. The restaurant set an expectation and did not live up to their end of the bargain; the food was very good, the service was not.
Of course, I have the option of negotiating the gratuity amount with the manager. I decided instead to let it go and move on with my life – it wasn’t worth 10 bucks. I did however pass along my experience to potential customers to choose another restaurant (which cost the restaurant far more). But, the experience reminded me of some things:
When you set an expectation, you initiate a thought pattern of how your interaction and results will be from then on. This is the make or break moment of whether or not a client or customer will go away happy at the end. Manage the client’s expectation and your job will simplify.
Under promise, over deliver…
