Rules for Better Management and Exceeding Customer Expectations
Time-tested rules for better management and exceeding customer expectations
Customers usually expect the basics from businesses, which is partly due to previous experiences they’ve had with other companies; however, not necessarily negative ones. Going above and beyond what they’re asking from you or requesting may well be one of the reasons you gain a loyal customer. Doing the bare minimum or just “good” no longer cuts in today’s era of grinding competition. Managing customer expectations from the company is the new trend.
“I’m sorry” is a phrase we often underestimate, undermining the powerful emotion it can stir in an agitated customer, for that matter, anyone. Moreover, adding “I” and holding yourself (and, in turn, the company) responsible for the mistake significantly increases your respect from the customer’s perspective. It helps to say sorry, even though the mistake might not be on your part but the part of another employee.
Receiving feedback from different channels of communication and keeping all options open for your customers will allow them the flexibility to voice their opinions, problems, or any suggestions they may have for improvement. When customers feel heard and like their opinion is essential, they instinctively want to stick around for longer and likely even give recommendations to their family and friends. Furthermore, taking feedback just for the sake of it would not be an advisable tactic. Taking your customers’ suggestions seriously and discussing them with the team would help your business stand out.
The key to keeping your customers and running a successful business is being frank and transparent with your customers. Big businesses, and, for that matter, even small ones, are bound to have tiny mishaps at some point. And this happens despite all employees putting their best foot forward and trying to run things smoothly. In such cases, informing your customers in advance before they have to reach out to you themselves is policy businesses need to adopt if they want to get ahead in the competition and gain long-term customers. Not only that, genuinely trying to come to a solution for that problem is strongly advised.
Continuing to audit your company and review business strategies might sound like a tedious job but can do wonders in helping your business reach new heights. Do not be afraid to try new things and take a few small risks. If you have a new proposal for the company in mind, hold a meeting, and do not be hesitant to put it out on the table and ask what your colleagues think. This can be done without a preliminary event that forces you to change the game plan. Few but relevant ideas to help you attain loyal and happy customers, exceeding their expectations, have been discussed here, whereas there are endless other strategies. To summarize in a nutshell and state a take-home-point, be bold and take risks, be completely transparent and put your customers before yourself, and any monetary gain and all good things will automatically come to you!