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Tag: customer expectations

Thank you Subway

Thank you Subway

I popped out to get my lunch from Subway today and saw an amazing example of an organisation going out of their way to bend to their customer’s whim. Here’s what happened: The girl in front of me asked for a “Veggie Patty” Sub. The person behind the counter inquired if she was vegetarian and when the girl confirmed she was, he help up his hands and asked her if should would like him to change his gloves. When she…

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Missing Expectations

Missing Expectations

What do you think is a best way to disappoint a customer? I’m sure you can come up with a big list, but right there at the top is promising something and not delivering. I arrived at the airport this morning nice and early because I knew they had free Wifi here, fired up my laptop … and no Wifi. It wasn’t all bad though, because when I tried 30 mins later the network was there, so it could well…

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