Captain’s log, stardate 20211231

Starry Night

How would you feel if you ordered a mounted print of Van Gogh’s Starry Night and it arrived broken into hundreds of pieces with a note saying “assembly required”?

You’d probably be disappointed.

But what if you had ordered a Starry Night puzzle?

It’d be broken into hundreds of pieces and I imagine you’d be perfectly fine with that.

Interesting that the exact same thing was delivered in both cases but the customer satisfaction levels are at opposite ends of the spectrum.

What’s the difference?

Buyer expectations.

Whether or not you were looking forward to assembling the artwork makes a really big difference.

Here’s the thing...

Delivering high customer satisfaction at the end of a project starts with setting clear expectations before the project even begins.

If your client is expecting one thing and you deliver another, they’re probably going to be disappointed.

Taking the time up front to agree on clear progress and success metrics can make the difference between disappointment and delight.

Yours,

—J

share this page on twitterbrowse the archive