Anticipating Needs: The Key to Exceeding Customer Expectations

Do You Meet Customer Expectations?

A man is walking through the desert, parched and desperate for water. He looks at the sky and prays, "Please, just a drop of water! I'll do anything for some water!" Miraculously, a cloud forms above him, and rain begins to fall. He drinks the water gratefully, feeling a wave of relief and satisfaction. As the rain stops, he looks at the sky again and says, "Could you add a slice of lemon, too?"

This story humorously illustrates a crucial aspect of customer service: even when a major issue is resolved, minor details can still cause dissatisfaction. Customers often don't think about the questions to ask or the details to consider until it's too late, and surprises—especially negative ones—are rarely welcome.

In today's fast-paced world, rising customer expectations demand that businesses stay ahead of their customers' needs. Proactive IT teams must anticipate the latest cyber threats and emerging technologies before the email stops working or the systems crash and an angry CEO is at the office door. Similarly, auto mechanics must proactively inform customers about necessary maintenance, such as changing fluids or replacing parts, before problems arise and angry customers are in the lobby.

At Morehouse Instrument Company, we understand the importance of promoting a positive customer experience by proactively anticipating what our customers might overlook. For instance, when calibration is requested, we check whether an indicator, adapter, or cable might also be needed. Our goal is to prevent the frustrating scenario of a customer receiving their equipment and suddenly realizing they forgot to ask about 'the lemon.'

Yet, it’s also important for customers to maintain realistic expectations. For example, imagine a customer receiving a phenomenal calibration on a budget load cell and then asking for the device to perform like an ultra-precision instrument. It's akin to buying a Yugo and expecting the performance of a Ferrari. While we strive to exceed expectations, we also aim to set and manage realistic ones.

We differentiate Morehouse from our competition by setting and delivering real expectations, proactively communicating, and delivering solutions that meet or exceed customer expectations. By proactively addressing potential needs and questions, we strive to eliminate unwanted surprises and provide our customers with a seamless, satisfying experience. It's not just about meeting expectations; it's about exceeding them by thinking ahead and delivering comprehensive solutions.

At Morehouse, anticipating and addressing these details is not just a task; it's a core value that sets us apart. We are dedicated to ensuring the right components are included in a shipment or providing expert advice on calibration needs so our customers never have to worry about what they might have forgotten.

In an age where customer expectations are continually rising, staying ahead is not just an advantage—it's a necessity. Focusing on the details and proactively managing potential issues and expectations ensures that our customers always receive the best possible service, free from surprises.

--Henry Zumbrun, President of Morehouse Instrument Company--

About Morehouse Instrument Company 

Companies worldwide rely on Morehouse for accuracy and speed. The company turns around equipment in 7-10 business days so customers can return to work quickly and save money. 

The York, PA-based company provides force and torque measurement products and services worldwide. 

Morehouse Instrument Company, a trusted and accredited provider of force and torque measurement services for over 100 years, offers measurement uncertainties 10-50 times lower than the competition. 

Morehouse helps commercial labs, government labs, and other organizations lower their measurement risk by lowering equipment uncertainties for torque and force measurement. Contact Morehouse at or 

More Information about Morehouse

We believe in changing how people think about force and torque calibration in everything we do.

This includes setting expectations on load cell reliability and challenging the "just calibrate it" mentality by educating our customers on what matters and what causes significant errors.

We focus on reducing these errors and making our products simple and user-friendly.

This means your instruments will pass calibration more often and produce more precise measurements, giving you the confidence to focus on your business.

Companies around the globe rely on Morehouse for accuracy and speed.

Our measurement uncertainties are 10-50 times lower than the competition.

We turn around your equipment in 7-10 business days so you can return to work quickly, saving you money.

When you choose Morehouse, you're not just paying for a calibration service or a load cell.

You're investing in peace of mind, knowing your equipment is calibrated accurately and on time.

Contact Morehouse at to learn more about our calibration services and load cell products.

Email us if you ever want to chat or have questions about a blog.

We love talking about this stuff.

Our YouTube channel has videos on various force and torque calibration topics here.

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