High expectations brings customers

We succeed and fail in business based on whether we can produce customers that are satisfied with our product or service. Satisfaction is an elusive concept that can be defined only in the mind of the consumer.
When questioned, most diners at a fast food restaurant would admit that the food is marginal at best, but they rate the same fast food dining experience as satisfactory. A below-average experience can be considered satisfactory in the mind of the consumer when it meets or exceeds their expectations.
On the other hand, when dining at a world-class, highly-rated restaurant, consumers may say the experience was outstanding while at the same time they report they were not totally satisfied with the experience. This is because, no matter how stellar the food and service, somehow in their own mind the consumer had expected even more.
We live in a world where everything is over-hyped.
We are promised the moon and the stars with every transaction. We have become so desensitized to these unfounded claims that, too often, we allow this false reality to impact our expectations.
We have come to expect poor customer service.
If you set an appointment with a repair person to come to your home and work on one of the appliances, they can be 45 minutes late and leave a mess after they complete their work and still receive a satisfactory rating in the mind of the homeowner, because the expectation was met.
On one hand, this low-level of customer service is distressing; but on the other hand, it can create great opportunities for those who want to do just a little bit more than is expected.
The bar has been set so low that a cab driver who is polite and keeps a clean car is noteworthy.
A waiter who remembers your name and food preference is considered exceptional.
A hotel desk agent who can find your reservation and get you promptly checked into your room is outstanding.
Since no one believes the oversold hype any more, I would suggest that the fastest way to build a satisfied customer base is to undersell and over-deliver.
If you think your appliance repair person can be at the customer’s house by 2 p.m., tell the customer 2:30, and when the repair person arrives at 2:15, he will be considered early — something that is unheard of in the home repair industry.
If you think you can have a job done by noon Thursday, tell the customer it will be completed by end-of-day Thursday. Instead of being overdue in the middle of the afternoon, you will be a hero.
If you’re going to build long-term relationships, your word and your performance have to stand for something. In our business environment today, when it’s all said and done, there’s a lot said and very little done. This creates opportunities.
As you go through your day today, find out what your prospects need and expect — then find ways to exceed those expectations.
Today’s the day!

Was this article helpful?

Related Articles

Leave A Comment?