| Media item | |
| | The expectation | Herald Sun,
Melbourne
by Geoff Gwilym
| 07 Jun 2024 | | General News - Page 69 - 261 words - ID 2078911190 - Photo: Yes - Type: Advertorial - Size: 236.00cm2 | |
ADVERTISING FEATURE The expectation BE UP FRONT Geoff Gwilym VACC CEO It's unfortunate but sometimes consumers have issues with service providers. Because I'm a consumer and the CEO of an association supporting people to run better businesses, I can see things from both sides.
It's true, businesses get things wrong. When they do, they should rectify the situation to satisfy their customers.
But consumers get it wrong too, and this can make operating an honest business harder than it should.
Sitting somewhere in the middle of these two extremes is what I call 'the expectation'. This is when one side or maybe both imagines one thing but experiences something else. It happens in friendships and marriages, so why wouldn't it occur in other relationships?
Getting 'the expectation' right relies on clear communication.
VACC communicates with members regularly about good business practices and providing great customer service.
I want that for motorists everywhere. So, here's how you can help.
When you deal with a business, ensure both parties understand 'the expectation'. So, talk through the scope of work and/or clearly identify what you are buying.
Here's an example.
If you are getting a general car service, discuss what that involves. The business may understand you want all detected problems rectified.
But is that what you want? Or do you just want the basics covered?
If so, what are the basics?
Both parties should ask questions first, not later.
That way, you will both get what you want.
And that's the way it should be.
Prepared by Victorian Automotive Chamber of Commerce
Provided for client's internal research purposes only. May not be further copied, distributed, sold or published in any form without the prior consent of the copyright owner. |
|
|
|
|
|
