GREAT EXPECTATIONS. How the little things can ruin your customer's experience

You must always look at things from the customer's perspective

You've done all the work. You qualified, presented to and closed the client.  Everything is going well and then BOOM something goes wrong.  Many times customers are dissatisfied because of a delivery issue, quality issue or maybe they feel they have not been communicated with effectively.  When customers are making a significant purchase they have the tendency to "overreact".  Many time these overreactions can be minimized if you properly set and manage their expectations throughout the entire process.  You need to properly set expectations on your Service, Problem Solving, Delivery and Installation. Below are some things you can do to set and manage expectations and in the end, have a happy customer that will send you referrals.

                                            THE 3 C's of SETTING EXPECTATIONS

1. CLARIFY -  Setting expectations througout the process, especially in the beginning is critical.  You should  provide "BUYERS GUIDES" or a "THINGS TO EXPECT" brochure to your clients to begin the education process.  Also, if you have a product that has delivery dates that are non-specific (i.e. 4-6 weeks) spend time explaining what the delivery means.  If you do not, your customer will always hear the earliest time.  
2. CONFIRM - After giving the expectation my favorite thing to ask is "Is that fair?"  This statement gives them ownership and allows you to observe if they are happy.  Example:  You need to check on something and instead of telling the customer "I will call you ASAP" say "I will call you back by 3:00 today....Is that fair?"  In this case you are setting a very clear expectation and then confirming with them.
3. COMPLY - When you set the expectation (Clarify) and (Confirm). Now all you need to do is COMPLY or just do what you say you are going to do.  This should be measured regularly.

Happy selling!       

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