Forum Discussion

Verified Community Coach

1 month ago

What customer expectation caused you the most problems?

One expectation I wish I had defined earlier was arrival times. When I first started, it was easy to tell a customer: “I’ll be there around 10.” Or: “We should be there between 12 and 1.” At the...

client communications

customer service & experience

pooper scooper

visit reminders

Homeownership

Contributor 5

1 month ago

I've found that every "exception" eventually becomes a policy. Once the same situation happens a few times, it's worth documenting so the next customer benefits from the lesson.

AnthonySalazar

Verified Community Coach

1 month ago

That’s a really good way to put it. Repeated exceptions are usually the business telling you a policy is missing. I’ve found that if the same situation causes confusion more than once, it probably needs to be added to onboarding, terms, or the customer communication process.