Your customers are expecting. Is there a pregnant
pause between their requests and your responses?
When we dial 9-1-1 we have certain expectations: that a
skilled operator will answer our call quickly, speak our language,
understand our emergency and dispense help expeditiously.
Similarly when we frequent a drive-through fast food
restaurant we also have expectations: that we will receive our meal
quickly, that it will be affordable, and we needn't leave our car to
gather our food.
In both cases, when expectations are met we're satisfied.
When expectations are exceeded ours is a happy meal. And when expectations
aren't met, the sour taste of dissatisfaction leaves us wanting. While
it's not always a life-or-death proposition, expectations matter.
A Dose of Vitamin E:
Feeding Your Customers' Expectations
What about your customers? What expectations do they have
about doing business with you? That you will be efficient? Get them the
best price? Stand by your products and services? Anticipate their needs?
The key to high satisfaction ratings comes not in meeting, but in
exceeding your customers' expectations. How well you manage
expectations spells the difference between leading the field and fielding
leftovers.
Sales
You have ample opportunities to exceed expectations in sales:
·
When
customers want something you can deliver it ahead of schedule.
·
You can
deliver products and services at less cost than they expect.
·
Intelligent
cross-sells and up-sells anticipate current and future needs and serve
customers accordingly.
·
And you can
always deliver lagniappe — "a little something extra" always delights.
Service
In service situations you can exceed expectations by:
·
Anticipating needs and proactively delivering service without being
asked.
·
Enveloping
your customers in service, whether in person, by phone, mail or e‑mail
·
Referring
business to your clients; providing them references and endorsements to
grow their business as they’re helping you grow yours
·
Striving to
be their best partner, preferred vendor or favorite salesperson for the
attentiveness, listening and anticipatory nature of your support
Professionalism
As professionals you can exceed expectations by:
·
Being
accessible through multiple communication channels
·
Returning
calls and e-mails expeditiously (before expected)
·
Exhibiting
a touch of class in your communications, sales and service calls: For
example, writing clients hand-written thank you notes.
·
Recognizing
your customers' birthdays and milestones in meaningful ways
Exceeding Expectations –
Your E-Ticket to Success
Jet Blue isn't the only company to create a Bill of Rights
for its customers. Create your own code of conduct to exceed client
expectations when it comes to speed, quality, communication, fairness,
recourse and responsiveness. Whether you delight, wow or woo your
customers you'll be amazed at the business you will attract through
combating the Vitamin-E deficiency of low expectations in the marketplace.
Craig Harrison
For information on Craig
Harrison's customer service presentations visit
http://www.ExpressionsOfExcellence.com/Customer_Service.html
San Francisco Bay Area-based Professional speaker
Craig Harrison's Expressions of Excellence!™ provides sales and service
solutions through speaking. For information on keynotes, training,
coaching, curriculum for licensing and more, call (888) 450-0664, visit
www.ExpressionsOfExcellence.com or E-mail
excellence@craigspeaks.com
for inquiries.
