Dave Deicke explains how to manage customer expectations better
Do you find customers with unrealistic demands and requests for refunds? It’s human nature, they want this, they want that and they want that too!!! But customer expectations are what drives your business and keeps them coming back so you can’t complain about them.
Do you even know what your customer expects from your business? Is it realistic? If not, why do they have that expectation? I want to discuss this issue in some depth today and why it’s important for you and your business to know what they are and handle them better.
What Do Your Customers Expect?
Many businesses have no idea what their customers actually want! We all assume we know. But this is a big mistake! If you want to grow your business you have to find out what your customers expect of you and your business.
How can you do this?
You can surely ask them! Do a survey when they come to your business, or on their way out. Have an ‘Expectations Week’ and let your staff know that this week’s goal is to ask customers what they expect of the business and did we meet that expectation. Set a target of approaching a certain number of customers a day and just ask, “If I was to ask you what your top 3 expectations of doing business with us are, what would they be?”
Alternatively you could put out a book and ask customers to fill it it with comments. This way, they will not be embarrassed and perhaps may be more honest.
These days it is easy to do a survey by email, you can offer a prize to encourage responses.
Here are the obvious things people expect, you should already be addressing in your business:
– Fast & efficient service
– Competitive pricing
– Quality products & service
– Stock to meet demands so people don’t have to wait long
– Friendly trained front end staff
– Being treated politely with respect
– Promises being kept
– Clean & well maintained premises
No doubt you will add many more.
What’s the benefit to you?
– Your customers more likely will return
– They are more likely to spend more
– They will be an ambassador for you and your business
– Get more referrals
Manage your client expectations better and earn more profit!