A friend of yours plans on opening a home cleaning service. She has decided to "delight" her customers to gain a competitive advantage over her similar services. For example, while other cleaning crews vacuum, dust and mop, she will have her employees do extras like cleaning the fireplace, washing clothes and bathing pets. She believes these extra services on top of what customers expect will guarantee her success. What information can you provide her with that may help her develop a profitable business?
What will be an ideal response?
Delighting customers may seem like a good idea, but this level of service comes with extra effort and cost to the firm. Therefore, she must weigh the benefits providing delight. Two of the things she should consider are staying power and how to react when competitors offer similar services. Staying power in this context involves the question of how long a company can expect an experience of delight to maintain the customer's attention. If it is fleeting, it may not be worth the time and effort. On the other hand, the customer may remember the delight and push his own expectations upward accordingly. Then it will cost the company more just to effectively satisfy the customer. The question she wants to ask herself is can she keep delighting her customers over time. Also, better students will note how customer expectations on how homes should be cleaned will also influence her ability to delight. In other words, attempts to create delight in every transaction is unrealistic and impractical, but exceeding expectations occasionally is a good way to create service loyalty.
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