Customer Expectations or (What to Expect When You’re Expecting)

Recently, a design colleague made an interesting comment about customer service and intentions. Which got me thinking about Customer Expectations and ultimately, Customer Satisfaction. I capitalized both phrases because they are THAT important.

I love talking about this stuff because, besides being a designer, I’m also a consumer with a very clear view of how I want to be treated. Whether you’re getting a spicy chicken meal at Chick-fil-a or a luxury designer kitchen, we all want to feel good about the purchases we make. But before we get into my colleague’s comment and my reaction to it, let’s get a little background for context.

I think it’s safe to say that most of us have experienced shortages of products ever bought, sold or traded anywhere in the world since last March. Dramatic? Perhaps. (Ok – very), But our new reality (a phrase I keep hearing on TV and social media posts) is that delays and backorders are real and quite lonnnngggg. Crazy long. Did I say long? I know of a woman who is waiting since November 2020 for a wall oven. Not a vital organ or a baby. An appliance. And it’s not just appliances. Furniture, fabric, construction materials, wall coverings (don’t get me started with that one) are on unprecedented (I promise to only use the word one time in this blog post- I’m over it too) backorders. Why the backorders and delays. Covid of course (you knew that).

Back to the comment. So, what did my colleague say that triggered my nuclear blog reaction? - They said, “none of the delays we are experiencing are done maliciously.” Well, no kidding. I know that. But what I don’t understand is why so many retailers, tradespeople and salespeople hesitate to say it. I take that back – I do know why – they fear losing the sale. Which is a ridiculous reason when you understand that the entire world is experiencing these delays. The issue isn’t if the sofa isn’t available West Elm, well I’ll just order it from Pottery Barn. Sorry, no, it doesn’t work that way – There’s a shortage of foam. There is no secret hidden supply of foam. No one is getting foam. We all have to wait.

Which brings me to the point of my semi-rant. Be honest. Please. Is that asking too much? Do I sound like a girl scout? Yes, I do. I don’t care. What I want is straight talk. Educate the client. Don’t be coy. Don’t answer emails vaguely. The client can handle the truth (pop culture quiz – what movie did I sort of borrow this phrase from?) Give realistic timelines at the start of the project.

I can’t stress enough how critical being honest and forthright is to the Customer Experience. It’s all about trust. Trust is the basis of any relationship on this back-ordered, delayed earth, including the designer/client dynamic. It’s everything.

And so, here’s my pledge, my oath to my existing clients or potential clients and to myself – Tell it like it is at the start of our project. Give a timeline as well as any pertinent information needed to understand the situation. Update weekly.

See ya next week!

Jane