Part of good customer service is aligning expectations with reality.  Your customers can tolerate a lot if their discomfort is in line with how bad they thought it would be.  We’ve all seen the “line is 20 minutes from this point” signs or countdown clocks at the subway stations.  These things are trying to achieve the same goal.

At Congaree National Park in South Carolina, their challenge was preparing visitors for the invasion of pesky insects.  Here’s how they chose to calibrate expectations:

What can you do to infuse some humor into an unpleasant situation and make it even more tolerable for your guests by acknowledging it?

— beth triplett

About the Author leadership dots by dr. beth triplett

Dr. beth triplett is the owner of leadership dots, offering coaching, training and consulting for new supervisors. She also shares daily lessons on her leadershipdots blog. Her work is based on the leadership dots philosophy that change happens through the intentional connecting of small steps in the short term to the big picture in the long term.

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