My friend and colleague S.P. had promised to participate in an online meeting we were holding this week for some members of QRCA here. She kept e-mailing me from her Blackberry apologizing for still being at her cottage, where she does not have a computer/internet.
The reason? Four days of delays waiting for the furniture company to deliver her stuff.
Imagine the sense of rage at the tremendous waste of time involved.
Not only that, but all those happy feelings about new things for her cottage, a place close to the heart for those that have them, have been replaced.
People are always talking about "delighting the customer" in the context of customer experience. But it's also important to just stop ticking people off. And a good place to begin is by only making promises you can deliver on. When you've fixed the irritants, you have a foundation to build a better experience.