Don’t Just Meet Expectations, Exceed Them!

So much time, money and energy goes into winning a new customer. The process gets even more difficult when the “happy” customer turns into a “hard to please” customer or the project hits some unexpected complications that are out of your control. This is why it’s wise to embark upon every job with measures in place to manage client expectations that will keep these customer service road blocks to a minimum. Here are three smart steps that can help alleviate this scenario as well as impress your customer:

Communicate clearly and honestly what a customer can expect from you – throughout the project.
Whether in an email, a contract, and/or on your website, it’s important to spell out in writing, not just verbally, exactly what you will and won’t do and what’s covered in the cost. If you encounter changes requested by your client that were not included in your arrangement, be sure to communicate verbally and in writing the original agreement and any extra costs that the changes will incur.
Prepare an implementation plan for your customer with all details, milestones, and targeted date for completion.
Present your customer with a complete overview stating the objectives, the budget details and goal date for project completion. This not only allows your customer to have a “from beginning to completion” guideline to manage their expectations, but more importantly assures them that you have the expertise and every intention to complete the project in a strategic and timely manner.
Don’t be afraid to discuss the budget throughout the project.
Present your customer with a complete overview stating the objectives, the budget details and goal date for project completion. This not only allows your customer to have a “from beginning to completion” guideline to manage their expectations, but more importantly assures them that you have the expertise and every intention to complete the project in a strategic and timely manner.

How you manage your client expectations depends on the groundwork and the processes that you have set in place from day one of the business to client relationship. Be direct, transparent, and dependable, and you will build a sense of trust with clients that keeps them coming back! Contact R2R Marketing for more tips to providing great customer care.