Managing expectations is key to great customer service because when it comes to dealing with customers there is a pretty easy formula that leads to customer satisfaction. It is:
If what you sell does what you say it will, your customers will be happy and the more perceived value they get – the happier they will be.
The simplest way to let your customers know they are valued is by being sure to give them realistic expectations and to follow through by meeting those expectations. Even better, exceed the expectations whenever you can.
Find out what the customer wants
Sounds simple, but if, for example; a customer wants a large document formatted in two hours and it’s just not possible. You need to find out what matters to the customer as it may not be what you think. This is where you need to discuss the job, is there one part of the formatting that’s most important? Do they really just want a spelling & grammar check done? Is the timing really not that important and they can give you a bit longer to get the job done properly?
The best way to exceed expectations is to over deliver on the things that are important to the customer. If somebody needs it fast – they don’t care that you were 5 hours late but impeccably presented.
Set Realistic Expectations
When you promise to have work done by a certain time, be realistic about how long a task will take and how it will fit in with your current workload. Allow time for problems or emergencies.
Don’t set deadlines much later than necessary so you can always come through early. Either it will eventually become the expectation, or the customer may think you’re slow and/or disorganized.
Be honest about any problems. If you think you may not be able to meet a deadline, contact the customer straight away to renegotiate it. Rushing to get a job done on time too often leads to a slapdash job while providing something late is at the very least disappointing.
Value your service
Don’t make the mistake of thinking that undervaluing your time, services or products will help manage expectations. If you undervalue them, your customers will too. And while you can exceed extremely low expectations by being adequate – it’s really not an achievement and won’t impress anyone.
Remember:
- Exceed expectations= Customers will sing your praises and recommend you to friends, family and colleagues.
- Meet expectations= You will have satisfied customers who will probably continue to use your services.
- Fail to meet expectations= You will have dissatisfied customers who will not only go elsewhere, but may caution others against using your services.
