I was in a coffee shop today. One of those cool, Faux-Euro-connected-to-a-book-store-Starbucks-alternatives. It’s actually a nice little coffee shop with comfy couches, nice music, and relaxing atmosphere. I asked the young lady at the counter…
“Do you have blended mochas?” (I know from experience that places like this don’t like it when you ask for a “frappacino” since that’s a Starbucks-specific drink.)
“Yes, we can make a blended mocha.” She replied with a smile.
“Oh, great. I’ll have one of those.” I answered.
When she gave me my drink, I noticed that it was an iced-mocha that was shaken (not stirred, apparently.)
“Um. Excuse me.” I said with a furled eyebrow. “This doesn’t really seemed blended enough.” (It actually wasn’t blended at all, but I was trying to be diplomatic.)
“We put ice in it and shake it, so the shaking makes it kind of frothy.”
Confused, I say, “But I asked if you had “blended” mochas.”
She replied, “Oh, that’s how we make our blended drinks.”
Still confused, I reply, “Oh. So it’s called “blended” by it’s not really, um, blended.”
“Yes.” She answered.
“Um. Oh. Okay. Uhhh, I guess I’ll drink it like this then.”
She then smiled and returned to talk to the boy behind the counter with her.
The moral of this story… one of the primary reasons for client dissatisfaction is not meeting expectations. Are you meeting your clients’ expectations. Better yet. Are you exceeding them?