Originally Posted by
28isGreat
Bringing this back to airlines, it's been theorized that the reason Southwest gets such high customer satisfaction ratings is that there customers have low expectations, and that they meet them very well.
Having never been on Southwest, I can't really comment. But from my own experience serving my customers, I put a big (but subtle) emphasis on under-promising and over-delivering -- expectations management!
Southwest Airlines used to be a case study in the Harvard MBA program. S=O-E (Satisfaction = Outcome - Expectations). If your Expectations are too high, you'll have negative Satisfaction. Lowering expectations is as important as improving outcome.