Setting expectations

Robin shares this story:

In January I took my Subaru Outback to the dealer for an oil change, new battery etc.  The last time I took it in I picked up a freshly washed car, it was a new free service they offered.

Cool I thought.  But noticed the dashboard was still quite dusty.  OK maybe I’m being petty but if you’re going to go to the trouble of washing the customers car then a 2 second wipe of a dusty dashboard would make the job 100% and not "half assed". They also started giving a follow up phone call to make sure customers were happy with the service.

I wondered if they would wash my car this time, I assumed not. Not in January, too cold.  I was right, the car was not washed when I picked it up. I understood.

But the next day I did get the follow up phone call.  I said I was happy with the service, but asked what was included in the "oil change".  Did they usually check the other fluids, tires etc.?

Yes, a 30 point inspection was always included, all fluids, tires, lights, everything (more accurately 30 things).  I mentioned that after my "30 point inspection" my windshield washer was still bone dry and one front tire was still visibly low.  "Well I guess we messed up" was the response "I’ll have Paul call you back so we can make it right".

Well that was Monday, today is Friday and I’m still waiting for the call back.

I guess my point is that if they hadn’t washed my car the first time, and hadn’t phoned me to see if I was happy with the service I would have more impressed than I am now.

To raise someone’s expectations then not fulfill them is worse than mediocrity.