Managing and exceeding customer expectations is key to success. But in order to exceed your customer’s expectations, you must first understand them! So let’s talk about 6 reasons why understanding expectations is important and then 5 tips on how to manage to them and then exceed them.
6 Reasons Why Understanding Expectations is Important:
1 – It lets you know what service levels are expected to keep customers happy and achieve high satisfaction. (0:46)
2 – It enables you to focus on fulfilling customer expectations. (1:26)
3 – It gives you the opportunity to discuss expectations at the start of the relationship and to reset unrealistic expectations if necessary. (1:49)
4 – It can help you resolve customer complaints. Since complaints are a result of failing to meet expectations, you have the ability to quickly fix the problems and retain the business. (2:16)
5 – Most customers have a set of basic needs that they want from you; make sure you understand them and work them into your customer service strategy. (2:53)
6 – Think about not just meeting expectations, but how you can WOW them. (3:26)
5 Tips on Managing Expectations:
1- There are times when you know we’re not going to meet expectations–the deadline is pushed back, something didn’t go right, something was missed…whatever it is, I recommend calling the customer immediately! (3:59)
2- Explain the issue and what steps you’re taking to correct it. 90% of the time, the customer just needs to know that you care, that you acknowledge the problem, and that you have a strategy to fix it. (5:10)
3- You don’t need all the answers but you must fully let the client vent, if that’s needed, and actively listen. Then cushion, clarify and respond. (6:23)
4- Send follow up with an action plan and gift/card, then execute! (7:10)
5- Once you have an understanding of what the customer needs–reach out to other teammates for help. (8:00)
BONUS TIP – Save all this info in your CRM. Have a plan for gifts and pivot points. Send gifts and exceed expectations just before key difficulty areas. (9:37)
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Presented by: JB Kellogg
JB Kellogg is the Co-Founder & Co-CEO of Madwire®. Madwire’s brands Marketing 360® and Top Rated Local® are popular platforms used to help small businesses grow. Madwire was founded in 2009 and has since grown to nearly 1,000 people and over 100MM in annual revenue. JB & Co-CEO Joe Kellogg were recognized as Glassdoor’s Highest Rated CEOs for 3 consecutive years (#1 overall in 2016). JB is passionate about small business marketing, leadership, sales, team culture and more and often shares the tips, tricks and strategies he’s learned in life and while growing Madwire.
JB Kellogg on LinkedIn:
Marketing 360® is the #1 Marketing Platform® for Small Business. It has everything you need from design to marketing, to CRM. Powered by Madwire® – voted one of the Nation’s Best Places to Work by Glassdoor in 2016 & 2017!
Marketing 360® Website: https://www.marketing360.com/?ref=yt-desc-BPO6_HSdQec
Madwire® Website: https://www.madwire.com/?ref=yt-desc-BPO6_HSdQec