The two real keys here are identifying what your customers expect, and
then meeting and, where possible, exceeding these expectations.
This point is reinforced throughout this book as a key factor in
understanding the customer service cycle.
Identifying your customersÕ expectations requires an open mind and
communication with other peopleÑyour staff, your customers and your
friends. What do your customers expect when they come to your business?
Ask a lot of questions and put yourself in your customersÕ shoes. Look at
your business from a customerÕs point of view and try to identify what they
expect from you. Think about yourself when you make a purchase.
Stop for a few seconds and go through the purchase process .