The first step to exceeding customer expectations…

In business, we all know that it’s important to not only meet the expectations of our customers and clients, but to exceed those expectations.

This is the difference between being satisfactory and exceptional. You may do this by under-promising and over-delivering, and ensuring you do those unexpected little extra things to delight your customers.

But before you even think about exceeding expectations, it’s important to go one step back.

What exactly are your clients’ expectations? When people buy your product or service, what need are they trying to fill? What are they relying on you to do for them?

Communication from both sides is essential to ensure that any assumptions are brought to light and discussed.

Here at Yellow, when clients begin coaching with us, we sit down to discuss what clients can expect from us, and we outline what we expect from them. We also talk about what is realistic for them to expect from the coaching process.

This ensures that both coach and client are “on the same page” and expecting similar things from the coaching relationship.

We also both sign a commitments form which reinforces what we have discussed.

Of course, as the coaching process progresses, these expectations may need to be revisited along the way.

Think about your own customers and what their expectations may be. Do you know if you are meeting their expectations? If you aren’t sure, how could you find out? Are you communicating clearly to your customers what they can expect from your product or service?

Remember that communication is key to avoiding disappointments and misunderstandings in any relationship, including those essential to your business success.

In business, we all know that it’s important to not only meet the expectations of our customers and clients, but to exceed those expectations.

This is the difference between being satisfactory and exceptional. You may do this by under-promising and over-delivering, and ensuring you do those unexpected little extra things to delight your customers.

But before you even think about exceeding expectations, it’s important to go one step back.

What exactly are your clients’ expectations? When people buy your product or service, what need are they trying to fill? What are they relying on you to do for them?

Communication from both sides is essential to ensure that any assumptions are brought to light and discussed.

Here at Yellow, when clients begin coaching with us, we sit down to discuss what clients can expect from us, and we outline what we expect from them. We also talk about what is realistic for them to expect from the coaching process.

This ensures that both coach and client are “on the same page” and expecting similar things from the coaching relationship.

We also both sign a commitments form which reinforces what we have discussed.

Of course, as the coaching process progresses, these expectations may need to be revisited along the way.

Think about your own customers and what their expectations may be. Do you know if you are meeting their expectations? If you aren’t sure, how could you find out? Are you communicating clearly to your customers what they can expect from your product or service?

Remember that communication is key to avoiding disappointments and misunderstandings in any relationship, including those essential to your business success.

Posted by julianne, 4/7/12