Louis Massaro explains that the primary goal of a business is to make money by doing excellent work for customers; customer happiness depends on aligning the sales process promises with actual service delivery. He highlights that unmet expectations—often set during sales—are the main cause of customer dissatisfaction and recommends examining the customer journey to ensure sales-to-service consistency.
The reason you got in the business was to make money, right? So we're starting there. Then you say, how do you make money? Well, you do a really good job for your customers. You know, if your customers think you suck, you're not going to last long. You're not going to last long. You've got to make sure your customers are happy. So the first thing you want to think about is your customer journey. The biggest problem with customers being upset is that in the sales process they have certain expectations that are set and when those expectations are not met, they're upset. Right? Expectations not met, they're upset. And we set those in the sales process. So the best way to really look at this customer journey is to look at the sales to service consistency. What you're promising your customer is that what's being delivered. If not, we've got to bring those in alignment.
