Waiting in line can be exciting. The kind of waiting that ends with a roller coaster ride or with the purchase of concert tickets to your favorite band’s show. Waiting in line can also be not so exciting. Like when you’re at the doctor’s office or stuck in rush hour traffic. This is a story of the not so exciting kind: waiting in line at the D.M.V.
It all started out when I bought my wife a new Harley. (2010 Sportster 1200c)   Being a fan of efficiency, I figured I could knock out the registration/titling over my lunch hour. Our office is close to a location where I had good fortune in the past, so I figured that at 11:00 am on a Tuesday, I’d be just fine.
11:08 am: With pre-filled out paperwork, I speed through the initial screener line and get my ticket: number I-78.
11:11 am: Everything starts out ok. There are 10 counters open and 2 screens showing the numbers currently being served. The system includes different letter and number combinations. I presume the numbers corresponded to the type of processing; registrations, licensing, renewals, etc. I count 8 different letter types.
11:15 am: There are 3 counters servicing a number beginning with I. I-71 is the closest to my number. “Perhaps they will continue servicing I’s,” I think. “Maybe I even have time to stop by the Popeye’s across the street before returning to the office.”
11:21 am: I-73 is at a counter, but now there are only 2 counters servicing an I. Adjusting my previous math to account for 33% less counter servicing, I’m still feeling optimistic.
11:28 am: I-75 is at a window and there are again 3 counters helping an I. Things are looking pretty good!
11:36 am: I-77 is at the window, but there are no other I’s on the board. Timing is getting tight with my 8 minute ride back factored in. I can probably make that in 6 minutes if I twist a little more throttle.
11:41 am: There are no I’s at the windows. Other numbers keep flashing. Hopefulness springs up each time – and momentarily drowns the mounting anxiety.
11:47 am: Even if called right now, I’ll be late to return from my lunch break. Calls could go to voicemail. My teammates might be burdened in my absence. I absolutely hate being late. For anything.
11:48 am: Did the I processors all go on lunch? What the heck?! All of the people sitting around me have been called. I send a shameful message back to my coworkers: “Lunch errand failure. I’ll be late returning.”
11:52 am: I-78 flashes on the board! I scurry to the counter. While reviewing my paperwork, the DMV employee is interrupted by 2 separate coworkers asking questions. She is the manager, quickly directing them and returning her attention to my titling.
11:55 am: “Sir, your wife’s signature is not on this form.” My heart sinks. Then she asks, “Isn’t your wife out in the parking lot, sir?” I reply, “No.” She repeats, “Sir, isn’t your wife out in the parking lot? You could take the form out for her to sign and come right back to my window.” Lighting strikes. I understand. I hustle away to the vestibule, scribble a signature, and return to the counter.
11:59 am: I walk out the door – with new plates!
Just like all customers, I have expectations. I went to the D.M.V. expecting a few things:

• I expected to wait, but that I had planned enough time.
• I expected things to go smoothly because I had my paperwork.
• I expected to walk away with what I came for – new plates.

And like most customers, I feel less satisfied in an experience when there is a surprise increase in cost, decrease in perceived value, or change in timeline.
So what took what could have been another awful D.M.V. story and turned it into a good one? Salvation being delivered through a simple breach of policy.
What are your customer’s expectations? Sure, they might have a list. But do you know them? Are you willing to do whatever is necessary to deliver on the most important ones?
Your customers expectations should be the standards you strive for as an organization. If they do not mesh, one or both sides will have a hard time. Review or refine your standards and delivery or work to set customer expectations you can deliver on.
photo credit:© iStock.com/sumkinn

This week, our Sales Cyclist shares a story about spinning his wheels at the D.M.V. What are your customer’s expectations? How do you work to meet them? Share in the comments or send Ben an email.