Delivering Out of the Ordinary Results
The principle of Delivering Out of the Ordinary Results is comprised of several pillars. One of the key ideas is Expectations. Organizations seeking to Deliver Out of the Ordinary Results must meet, exceed, and, at times, reset client expectations.
Meeting and Exceeding Expectations
Set a standard of service for your organization. A memorable experience is bound to be shared with others. You need to deliver a “wow” experience that your customers always remember. Customers readily use social media when they have a good or bad experience. When a recommendation goes viral, the company benefits, the value of the brand increases, and business is boosted. Create a positive customer experience worth sharing! One way to accomplish this is to separate products and services into suitable levels. Each plan meets different expectations and must be established based on your customer’s needs at that level.
Resetting Expectations
The nature of organizations is that no matter the amount of effort put forth there will be times when you are just not able to please every customer. The best way to do damage control is to acknowledge the issue and be willing to make amends for the error, thus resetting the customer expectations. The most effective action is to make amends the moment you realize your mistake. Proactively correcting an error shows the customer how valuable their business is to you.
No matter the size of your organization, the customer is a key factor for business success. As your business grows, it may not be feasible for you to offer the same personalized, one on one service as you did before. Your loyal customers can begin to feel as though they are receiving sub-standard service. Here again, a proactive response is best. Using your standard communication methods, express to long-time customers that their business still means a lot to your organization. Redirect your customers with kindness and appreciation as to how your interactions with them will be changing. Using this course of action you are able to reset expectations while most likely maintaining the relationship with your valued customer.
Continuous customer education should be a part of your ongoing communication with customers. Educate your customers on new products, services, platforms of communication, and any major changes within your organization that will affect them. Customers understand that the company structure will change from time to time due to growth. They simply ask that you clearly and proactively communicate with them as changes affecting how you do business occur. Proactive communication and customer education is an important factor in meeting, exceeding, and resetting customer expectations.
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