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#041: The Importance of Setting Customer Expectations

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On this episode of the UnPodcast, we started off by discussing bad examples from a particular industry that provides a lot of material for us as a result of marketing in inappropriate ways. From there delved into an example of a hotel that does a poor job of handling negative reviews, and then also talked about a cruise ship company that got bad press that wasn’t their fault.

The overarching theme of this episode is the role expectations play when it comes to whether or not customers are happy with what businesses provide.

When we exceed expectations, those become the new expectations. [Tweet This


Other topics include:

  • [00:04:40.07] A special podcast episode for people who pre-order the book, UnSelling (Go here for details)
  • [00:05:09.01] What we’re known for
  • [00:05:56.09] An industry that provides a lot of content for us
  • [00:06:22.17] What realtors should do when they see a morgue removing a body from a home
  • [00:08:55.25] How to tell when a Facebook post is shared publicly
  • [00:10:07.12] One way to deal with negative reviews
  • [00:13:23.21] How NOT to put a stop to negative reviews
  • [00:14:25.28] The definition of a boutique hotel
  • [00:15:01.07] The job of business owners to set appropriate expectations for their customers
  • [00:16:24.04] Why we had to change the description for our book, QR Codes Kill Kittens
  • [00:17:05.27] What you should do before people give you money
  • [00:18:53.09] How to turn a negative into a positive
  • [00:20:07.22] The problem of exceeding expectations
  • [00:23:08.26] How we’ve conditioned our audience when it comes to our content
  • [00:25:35.29] How you should approach the reviews you read
  • [00:28:22.01] A good reason for making a decision that makes a customer UNhappy
  • And so much more. . .

Zero tolerance is no longer zero tolerance when you tolerate it.  [Tweet This


Items mentioned in this episode:

If you don’t read the fine print, it’s your fault.  [Tweet This


Video provided by: AtomicSpark
Audio recorded by: Wayne Cochrane Sound