Retail stores (and online) gear up for back to school. They increase hiring and stock more inventory for cyclical or holiday seasons. They expect more to happen, more sales, more customers, and more revenue. It may represent future customer service expectations.
Most of us try to prepare. We prepare for the surge. Rush hour traffic, the dinner hour at our favorite restaurant, and even the best timing for the grocery store.
Customers and businesses alike prepare. They prepare for the most, more, and when they expect many. Are you prepared for the future expectations of your customers? What experience are they anticipating? What is your perception?
Technology and Speed
Technology is pushing everything to be faster. A telephone call or message once had to wait until we got to the next destination. Conversations or updates waited until after school, after work, until the evening or perhaps even waited until the upcoming weekend.
Many people carry a portable computer in the form of a smart phone in their pocket or purse. They get anxious when it isn’t working fast enough or the service is questionable.
When we have a question we don’t have to wait until the store opens tomorrow or the expert calls us back when he or she can fit us in. We don’t need a paper (hardcopy) dictionary, a thesaurus, or encyclopedia.
We don’t need our friend the professional mechanic to show us how to change our oil or fix the kitchen sink. All that we need is our phone, appropriate service and the understanding of how to seek a digital answer. Or is there something more?
Things aren’t just changing, they have changed. Expectations are increasing faster and many businesses can’t keep up.
Old School and Experts
Of course, there is always the desire for what once was such as the camping trip, the no phone zone, and an opportunity to unwind.
If you can raise the effort for back to school, the holiday season, and to achieve the best timing, do you really understand the future expectations of your customer? If the answers are only a smartphone away how does the expert become valued?
Future Customer Service Expectations
Expectations are created and opportunities exist in your future and for the future of your business.
Expectations create perception and perception is reality. With a little effort, you might be able to predict the future more than what you realize.
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.