Clients want the best when it comes to them. Sometimes, their expectations are unjustified. However, most of the times, this can be because they don’t know exactly what to expect from you. However, there are certain things that can help you in managing customer expectations. Here’s a breakdown of them.
Managing Customer Expectations – Rules and Attitudes
First of all, in managing customer expectations you must set transparency as a rule of thumb. By making your policies, values, and practices transparent you build, gain, and consolidate your trust relationship with your clients. And, since we’re living in a digitalized world, you can start by making them transparent (and available) on your website, social media pages, and other such mediums.
Also, make sure that you train your employees in this spirit. This way, whenever they interact with customers, they will know what to say and how to explain to customers what they’re doing and why they’re doing a certain thing in a specific way.
Optimism and Realism
Unlike the French realism, which focused on the character’s psychology and personality, this rule states that, in managing customer expectations, you must focus on your client’s satisfaction. However, not all issues can be solved fast or right away. Some situations necessitate a lot of stress and approvals.
So, while it is good to be optimistic, it is best to also be realistic. This comes to say that you must be transparent with your customers and tell them exactly how the process will go. But, in doing this, you must be kind, and think that by being calm and pleasant the customer will better receive the possible bad news for them. So realistically speaking you should be optimistic.
Managing customer expectations must also include follow-ups. Whenever a lengthy (or lengthier than expected) process occurs, settle with the client a means (or multiple means) of communication. Mobile phone calls, e-mails, Twitter accounts. Whatever works for both you and them. Keep them up to speed with all that happens with their request for whatever it is that you’re doing: refunds, service etc. Also, when you’re done with the job they requested, make sure you touch base with them and ask for feedback.
This will help you find out their level of satisfaction and it will offer your customer the occasion to see that you really value your client-professional relationship.
This is the final step you need to follow if you’re managing customer expectations. Whenever a client asks for more than one thing from you, you must be able to turn the amorphous list of requests to a list of priorities. What is the most important thing that you need to be done first? – this is the question you need to ask your client. And, in doing so, you’ll be able to establish a list of priorities. This comes first, that second. And so on.
Managing customer expectations will be much more satisfying and it will also be an occasion to show your customers how seriously you take into consideration their expectations. All the while, you should show that you are a professional who makes it known how you will approach all and every request.
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