Comments on: Good To Bad To Great http://www.drewschiller.com/blog/good-to-bad-to-great/ Marking, Business and Web Design. Sat, 10 Apr 2010 15:25:36 -0500 http://wordpress.org/?v=2.9.2 hourly 1 By: jonathanwindham http://www.drewschiller.com/blog/good-to-bad-to-great/#comment-90 jonathanwindham Wed, 10 Jun 2009 00:21:10 +0000 http://www.drewschiller.com/?p=592#comment-90 Drew, you have convinced me of one thing for sure. Next time I'm at the Mariott, I will definitely be ordering some coffee. :) Drew, you have convinced me of one thing for sure. Next time I'm at the Mariott, I will definitely be ordering some coffee. :)

]]> By: Drew Schiller http://www.drewschiller.com/blog/good-to-bad-to-great/#comment-89 Drew Schiller Tue, 09 Jun 2009 23:32:47 +0000 http://www.drewschiller.com/?p=592#comment-89 I agree with you completely, Josh. That's why it's important to have simple systems in place so your employees can deliver proper expectations every time. This is easier said than done though!<br><br>The most important thing, as you point out, is they recognized their flaws and worked hard to make sure I felt right about the situation. They could have just said "tough luck" and lost a customer for life (and this blog post would have been very different)! I agree with you completely, Josh. That's why it's important to have simple systems in place so your employees can deliver proper expectations every time. This is easier said than done though!

The most important thing, as you point out, is they recognized their flaws and worked hard to make sure I felt right about the situation. They could have just said “tough luck” and lost a customer for life (and this blog post would have been very different)!

]]> By: Josh http://www.drewschiller.com/blog/good-to-bad-to-great/#comment-88 Josh Tue, 09 Jun 2009 23:22:11 +0000 http://www.drewschiller.com/?p=592#comment-88 This sounds like a failure of setting customer expectations. I think this is hard to do - especially in larger organizations. And the more people that are involved in the process, the more potential for this to happen.<br><br>Throw in some customization on the whole process and it seems like unless you have things really well defined, you'll run into situations like this fairly often.<br><br>They really did good job in owning up to the situation and resetting the invoice to your expectations. This sounds like a failure of setting customer expectations. I think this is hard to do – especially in larger organizations. And the more people that are involved in the process, the more potential for this to happen.

Throw in some customization on the whole process and it seems like unless you have things really well defined, you'll run into situations like this fairly often.

They really did good job in owning up to the situation and resetting the invoice to your expectations.

]]> By: Jonathan http://www.drewschiller.com/blog/good-to-bad-to-great/#comment-72 Jonathan Tue, 09 Jun 2009 19:21:10 +0000 http://www.drewschiller.com/?p=592#comment-72 Drew, you have convinced me of one thing for sure. Next time I'm at the Mariott, I will definitely be ordering some coffee. :) Drew, you have convinced me of one thing for sure. Next time I'm at the Mariott, I will definitely be ordering some coffee. :)

]]> By: Drew Schiller http://www.drewschiller.com/blog/good-to-bad-to-great/#comment-71 Drew Schiller Tue, 09 Jun 2009 18:32:47 +0000 http://www.drewschiller.com/?p=592#comment-71 I agree with you completely, Josh. That's why it's important to have simple systems in place so your employees can deliver proper expectations every time. This is easier said than done though!<br><br>The most important thing, as you point out, is they recognized their flaws and worked hard to make sure I felt right about the situation. They could have just said "tough luck" and lost a customer for life (and this blog post would have been very different)! I agree with you completely, Josh. That's why it's important to have simple systems in place so your employees can deliver proper expectations every time. This is easier said than done though!

The most important thing, as you point out, is they recognized their flaws and worked hard to make sure I felt right about the situation. They could have just said “tough luck” and lost a customer for life (and this blog post would have been very different)!

]]> By: Josh http://www.drewschiller.com/blog/good-to-bad-to-great/#comment-70 Josh Tue, 09 Jun 2009 18:22:11 +0000 http://www.drewschiller.com/?p=592#comment-70 This sounds like a failure of setting customer expectations. I think this is hard to do - especially in larger organizations. And the more people that are involved in the process, the more potential for this to happen.<br><br>Throw in some customization on the whole process and it seems like unless you have things really well defined, you'll run into situations like this fairly often.<br><br>They really did good job in owning up to the situation and resetting the invoice to your expectations. This sounds like a failure of setting customer expectations. I think this is hard to do – especially in larger organizations. And the more people that are involved in the process, the more potential for this to happen.

Throw in some customization on the whole process and it seems like unless you have things really well defined, you'll run into situations like this fairly often.

They really did good job in owning up to the situation and resetting the invoice to your expectations.

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