Taking the definition of ‘customer delight’ as being ‘exceeding customer’s expectations’ there are times when you just can’t do it. When is this? When their expectations are simply too high or completely unrealistic. Surely Andy, you’re no doubt saying, we should all strive to do this – that’s what you’re always telling us: ‘Delight your customers!’

Well yes…..but there are simply some things that are completely out of your control.

Here are some great examples of genuine customer feedback from people who’ve been on holiday (courtesy of Thomson and ABTA):

“The beach was too sandy”

“No one told us there would be fish in the sea. Our children were startled.”

“I think it should be explained in the brochure that the local store does not sell proper biscuits like custard creams or ginger nuts”

and my favourite,

“It’s lazy of the local shopkeepers to close in the afternoons. I often want to buy things in ‘siesta’ time. It should be banned”

There are times when customers expectations are simply too high (or they are too stupid!) – the challenge wherever possible is to manage those expectations. Although, I think even doing that in these cases would be a bit tricky!  

If you like these and want to see some more, visit 20 Ridiculous Complaints Made by Tourists at The Telegraph.

Equally, if you’ve had any ‘interesting’ comments from your customers, let us know! (Prize for the best!)

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