The Human Effect on Customer Satisfaction

Updated: Jan 20, 2020


Overview This story starts with a real-life quote from one of our clients, a terminal manager (or TM) at a liquid bulk storage terminal: “I think our planners are looking at the world through rose-colored glasses”. Depending on the part of the world you are living in, this might or might not ring a bell. What the TM was saying, is that his team was trying to please their customers by promising a brighter future (in this case: earlier ship departures) than maybe could be realized. This seems harmless, so is this a problem?

Not unde