Do you like surprises?
What about your customers?
It is a great thing to pleasantly surprise your customers.
However, if you know they are going to run into trouble or have an unexpected and unpleasant surprise, you need to step in there and make sure they aren’t caught off guard.
The other day I went to In-n-Out Burger for lunch. After I placed my order, the employee reminded me that the burger comes with a Thousand Island-like sauce. She asked if that was OK.
It was fine and I enjoyed my burger.
Contrast that experience with the one my wife and kids had just earlier the same week.
Apparently the clarifying question about the sauce wasn’t asked and our picky and food allergy plagued kids got some sauce they wouldn’t eat. Oops.
Do you have similar surprises that your customers experience with your products or services?
Take a look at your most frequent complaints from customers and see how a simple explanation or confirming question at the point of sale could prevent downstream problems from happening.