Whether you are in product development or customer service, more or less every single measure of success comes down to how well you have managed expectations. After all, what is a failure other than a customer or consumer considering you to have missed their expectations?
This can cut both ways, however. I recently ordered something online for several hundred dollars. My shipping options were 1) free, 2) $12/2nd day, 3) $20/overnight. I really wanted to get the item in time to play with it over the weekend, however I was placing the order on a Monday before an upcoming holiday weekend.
I was about to place the order for 2nd day shipping when I noticed that the site said orders take 3 days to ship. Therefore I felt there was no reason to pay more to get the item before the weekend and I'll take slow, ground freight from across the US. That's too bad because I thought the long weekend would be the perfect time to play with my new toy.
Frustratingly, a few hours later (the following morning), I got an email that the item had shipped by ground freight. Had I paid for the 2 day, it would arrive before the up coming long holiday weekend. Instead it would arrive just after the long weekend. Argh.
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