Customer Service

Creating a SMART Customer Experience

Let's talk about impact full goal setting and how it ties to customer expectations. When we think of exceeding customer expectations and producing a positive experience we realize we have to set a standard that staff and or peers along with customers can come to expect from us. By taking the time on an on-going basis to create impact full goals for ourselves, we greatly increase the odds that our staff/peers will also create and execute goals that add to their development while creating value-add for our customers. This goal setting experience requires us to be smart.

Here are a few suggestions for the next time you wish to embark upon positive impact goal setting. Make your goal:

Specific – Identify exactly how you want to make an impact. Describe the outcome in detail. Establish realistic goals. Remove obstacles that impede the goal’s accomplishment. Do not tolerate negativity from anyone involved in the goal attainment process.

Measurable – Quantify your outcomes. How much, how big, what size etc. Quantify your objectives. Write down your goals. Make sure that every aspect of your goal setting agenda is clearly defined and precise.

Action – Plan your work and work your plan. Prioritize the individual tasks at hand.

Agreed upon – Create a document that details your agenda. Be certain that all of the essential issues are outlined and mutually agreed to by you, your staff, and the projection you have of your customers’ expectations.

Realistic – You can accomplish the outcome if you make a reasonable stretch. Be honest with yourself. Be sure your goals are realistic, obtainable, and accessible.

Time Frame – Designate a target date for completion. Combine each issue relating to your goal with a deadline. Examine the way you do business now. For example, if you commit to delivering a product to a customer by a certain deadline, then treat the delivery of your quality experience program in the same manner.


Excellence At Work with Dr. Marilyn combines faith and tenacity to help individuals achieve excellence through keynote speaking engagements, individual and corporate coaching, training, meeting facilitation, and retreats. Whether working with an individual client or a team, the focus is on the achievement of personal and professional goals that facilitate individuals’ abilities to create positive outcomes within their households, organizations, places of worship, and/or communities.  Through motivational speaking, life coaching, and corporate interventions, Dr. Marilyn has developed a “just do it” style that motivates and encourages clients to achieve higher levels of personal and professional effectiveness. She is the author of Running Away for Three Weeks, an inspirational autobiography designed to prepare readers for maximum effectiveness in the workplace; creator of Discovering Your Workplace Gifts, an assessment to help individuals identify the gifts they were motivated to discover in Running; and author of Six Steps to Excellence for Leaders, a roadmap to personal and professional excellence for all leaders.