Let's look at the chart below. This shows us what happens to clients coming to the business and not enjoying the process or not having their expectations met.

Today's research tells us that clients are getting far more demanding, and particularly so among the younger age groups.

	Expectations Value added AT RISK LOYAL ADVOCATES "WOW" SEARCHING AT RISK LOYAL GONE SEARCHING AT RISK Met Not met Dissatisfied Satisfied Very Satisfied Process

Establishing your clients' expectations will help you to identify opportunities to improve your service and sales and attract new patients. It helps you to identify client demand enabling you to target key services that are of interest to them and to put right any aspects of the business that clients are unhappy with.

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