Have you ever experienced the frustration of dealing with a disappointed customer when you knew you provided excellent service? How did you feel when that happened? Frustrated? Confused? Incidents like this are usually the result of misunderstood expectations. Expectations play a major role in our lives and are particularly important for those in the facilities profession. This article clarifies the role of expectations in customer satisfaction, and provides the framework for developing a plan to improve customer satisfaction which will enhance the reputation of your department. The guidelines are also provided to change your corporate culture and set the stage for a stronger department.
Used with permission from the September/October 2013 issue of Facilities Manager magazine, the magazine of APPA, Alexandria, VA.
Cannon, John F. Jr., "Exceeding Expectations" (2011). Physical Plant Published Works. Paper 1.