# Customers Don't Expect Magic, They Expect Momentum

Source URL: https://www.gavinscott.me/blog/customers-dont-expect-magic-momentum-gavin-scott-0hc8e/

Most customers know some problems take time to solve, they aren't expecting miracles.

All newsletter editions & articles
The Gold Dust Standard ·
29 July 2026
Customers Don't Expect Magic, They Expect Momentum
Originally published in
The Gold Dust Standard on LinkedIn
.
Most customers know some problems take time to solve, they aren't expecting miracles.
What they don't want is to feel like nothing is happening.
Too often, customers are met with scripted responses, passed from one adviser to another, or left wondering who's actually taking ownership.
That's not customer service.
That's simply creating more effort for the customer.
One thing that stood out from my recent conversation on the
Customer Service Gold Dust Podcast
was this:
Great customer service isn't about always having the answer. It's about giving customers confidence that they're in safe hands.
There's a huge difference between saying:
"I don't know."
And saying:
"I don't know, but I'll find out and keep you updated."
The outcome may be exactly the same.
The customer's experience won't be.
Customers value honesty.
They appreciate ownership.
And they remember the people who make them feel supported while a solution is being found.
As leaders, that's the culture we should be building.
Not teams that know everything.
But teams that stay curious, communicate clearly and never leave customers feeling forgotten.
I'd love to hear your thoughts.
What's one behaviour you believe creates confidence for customers, even when an immediate resolution isn't possible?
Share your experience in the comments. I read every one.
🎙️ If you'd like to hear the full conversation and discover more practical ideas for creating confident, customer-focused teams, you can listen to the latest episode of the
Customer Service Gold Dust Podcast
here:
Podcast Link
As part of my mission to showcase outstanding leadership across Customer Service and Customer Experience, I'm always looking for Heads of Customer Service and Customer Experience to join me as guests on the podcast.
If you're leading a team, improving customer outcomes or have practical lessons that could help other leaders, I'd love to hear your story.
Apply to be a guest here
Looking forward to reading your thoughts.
Gavin
First published in The Gold Dust Standard.
Read or join the conversation on LinkedIn
.
Keep reading.
The Secret to Amazing Customer Service
Have you ever noticed that two people can deliver exactly the same answer, yet leave customers feeling completely different?
Read more
Putting People First In Customer Experience
What if the biggest improvement to your customer experience wasn't another new system?
Read more
Put these ideas to work with your team.
Explore
customer service workshops
for practical team learning, or
consulting
to work through your wider customer experience.
Let’s talk about your customer experience.
Tell Gavin about your team, your event or the challenge you’re working on.
Contact Gavin
Book a discovery call

## Links

- [All newsletter editions & articles](https://www.gavinscott.me/blog/)
- [The Gold Dust Standard on LinkedIn](https://www.linkedin.com/pulse/customers-dont-expect-magic-momentum-gavin-scott-0hc8e)
- [Customer Service Gold Dust Podcast](https://podcasts.apple.com/ng/podcast/customer-service-gold-dust-podcast/id1553942522)
- [Podcast Link](https://open.spotify.com/episode/11apvYliKH7KASUEmdZ1wx)
- [Apply to be a guest here](https://calendly.com/gavinscott/customer-service-gold-dust-podcast)
- [Read or join the conversation on LinkedIn](https://www.linkedin.com/pulse/customers-dont-expect-magic-momentum-gavin-scott-0hc8e)
- [The Secret to Amazing Customer Service](https://www.gavinscott.me/blog/secret-amazing-customer-service-gavin-scott-vhf3e/)
- [Read more](https://www.gavinscott.me/blog/secret-amazing-customer-service-gavin-scott-vhf3e/)
- [Putting People First In Customer Experience](https://www.gavinscott.me/blog/putting-people-first-customer-experience-gavin-scott-i1t6e/)
- [Read more](https://www.gavinscott.me/blog/putting-people-first-customer-experience-gavin-scott-i1t6e/)
- [customer service workshops](https://www.gavinscott.me/workshops/)
- [consulting](https://www.gavinscott.me/consulting/)
- [Contact Gavin](https://www.gavinscott.me/contact/)
- [Book a discovery call](https://calendly.com/gavinscott/30min)