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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.


Recipient of the 2012 Rex Dillow Award. The Rex Dillow Award is presented to the author or authors of the best article published in Facilities Manager magazine during the previous year. Eligible articles are those written by a full-time employee, from any department, of an APPA member institution.

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Used with permission from the September/October 2013 issue of Facilities Manager magazine, the magazine of APPA, Alexandria, VA.