Reality Check: Shaping Customer Expectations
Expectations are what we believe will happen, while reality is what actually occurs. As customers, we often become absorbed in our expectations, and hold certain products and services to high standards. We anticipate certain outcomes when we purchase a product or engage with a service, and these expectations can significantly impact our overall satisfaction. This blog post explores the dynamic between our expectations and the actual reality we encounter, shedding light on how these two elements can shape our customer experiences.
In the following two prompts, I will share the contrasting experiences I’ve had when purchasing products and services.
Prompt 1: Describe a time when you purchased a product or service and it exceeded your expectations.
Unexpected Quality
Before embarking on my 10-day trip to Florida, I wanted to purchase a set of packing cubes to keep my clothes and other belongings organized. I ventured onto Amazon in search of the perfect packing solution and stumbled upon BAGAIL, a brand offering a set of four compression packing cubes tailored for travel. I saved my search but continued exploring other product options before making a decision. Eventually, I returned to the BAGAIL listing and noticed its high ratings and positive reviews. After reading through the overwhelmingly positive feedback in the comment section, I decided to proceed with the purchase. My expectations for the product were somewhat low as I’ve received worn-down products from Amazon before. However, a few days later, when the product arrived at my doorstep, I was pleasantly surprised by its quality. After tampering around with the packing cubes a bit, I made a remarkable discovery—they were expandable! This unexpected feature exceeded my initial expectations, as I realized they could comfortably fit over 10 days’ worth of clothes.
Prompt 2: Describe a time when you purchased a product or service and your expectations were not met.
Tress Distress
I’ve visited this particular salon several times before and have always been impressed by the hairstylist’s work on my hair. When I noticed my hair was in need of a trim, I decided to schedule an appointment with her again. During the appointment, the hairstylist was her usual sweet self, engaging with me in small talk as she worked on my hair. However, things took an unexpected turn when another client approached her and began asking questions about additional services. I started to notice that the stylist was becoming distracted, and it seemed like she was cutting more hair than I had anticipated. After a few minutes, she finished the trim, and at first, I didn’t notice any damage. I paid for the service, thanked her, and headed to my car. It was only when I looked in the rearview mirror of my car that I saw the size of the damage. My hair had been unevenly chopped with layers I never requested. Later in the day, I decided to email the stylist and express my dissatisfaction with the outcome. She responded and offered to fix my hair for free. Although I was hesitant to return, I didn’t want to live with a choppy hairstyle. I went back to the salon, and she corrected the haircut. Ultimately, I decided not to return to her for any future appointments. While she was a kind and very sweet lady, I have a strong bond with my hair, and I can’t risk another mishap.
In conclusion, these contrasting experiences of purchasing products and services have illustrated the impact that expectations can have on our satisfaction. The Amazon delivery of BAGAIL packing cubes not only met my expectations but went beyond them, leaving me pleasantly surprised by its quality and features. Conversely, the haircut experience at a trusted salon fell short of my expectations, highlighting how a single disappointing encounter can overshadow prior positive experiences. These stories serve as a reminder that our expectations play a vital role in shaping our overall satisfaction with the products and services we encounter in our daily lives.
