Here’s a summary of an article Michael Smith recently published on WorldOfDirectSelling.com. Read the entire article here →
Throughout my years, I’ve found invaluable lessons in one field often illuminate practices in another. My time in martial arts taught me the power of basics, a principle I’ve carried over into setting up a client services department. Let me guide you through my perspective on why setting expectations is the linchpin to providing excellent service.
The Most Crucial Part of Customer Service …
When interviewing potential customer service representatives, I ask a pointed question: “What can we do to ensure our clients are convinced that we’ve provided excellent service?” I’m looking for one particular answer: the effective setting of expectations. This step, followed by meeting or exceeding those expectations, is crucial.
Setting expectations is foundational in customer service. It establishes what customers should anticipate regarding our products, services, timelines, and outcomes. This clarity builds trust and manages perceptions, enhancing the overall customer experience.
Consider This Scenario:
You order two items from different companies. Both arrive in seven days, yet your reaction to each company is different. Why? Because one company promised delivery in three days and the other in ten. The exact same outcome yields different levels of satisfaction due to the expectations set.
Proactively setting expectations prevents misunderstandings and empowers us to exceed those expectations, fostering customer loyalty and satisfaction. Moreover, transparency is key. When customers have a clear understanding of what to expect, they feel empowered and informed. Whether it’s about delivery times or service processes, upfront clarity helps customers make better decisions, strengthening our credibility.
On the flip side, failing to set expectations allows customers to create their own, often based on their past experiences or industry standards, which we may not match. This can lead to dissatisfaction when these expectations are not met.
Communicate Realistic Expectations
Effectively managing customer perceptions is also crucial. By communicating realistic expectations, we can prevent the disconnect between what customers assume and what we deliver, avoiding frustration and disappointment. For example, a restaurant that provides an estimated wait time for a table manages expectations and reduces customer impatience.
Setting expectations also simplifies interactions. With mutual understanding, confusion and misunderstandings decrease, making transactions smoother. For instance, a customer with a service issue will be less inclined to make repeated calls if they know when to expect a follow-up.
Set Expectations You Can Exceed
Furthermore, clear expectations are essential for effective problem resolution. When issues arise, having established expectations helps us address concerns quickly and effectively. Customers value transparency and responsiveness, and businesses that set clear expectations are better equipped to resolve issues satisfactorily.
Lastly, setting expectations provides a platform to exceed them. By establishing a baseline of what customers can anticipate, we can then surprise and delight them by delivering more than expected. This could be faster delivery, additional features, or personalized touches, all of which create memorable experiences that build loyalty and advocacy.
Setting expectations is not just a part of good customer service; it is central to it. By clearly defining what customers can expect from us, we not only foster trust and satisfaction but also position ourselves to exceed expectations, thereby enhancing our competitive edge in today’s market.
Get an Assessment Done
Looking to revamp your customer service strategy? Our team does just this. We perform assessments, where we go through your assets and communications as if we were a new customer and give feedback to improve your processes, funnels, and wording to ensure the most positive experiences. Reach out to our team today to discuss how we can do this for your company!
Read the original article in its entirety at WorldOfDirectSelling.com.
About Michael Smith
Experienced in virtually every aspect of direct sales, Michael is like a Swiss Army Knife of industry experience and expertise. He loves to make things work, and he loves to make things work BETTER. He understands how all the parts of the machine work, but more importantly, how they work together.
Michael has 30 years of professional experience in direct selling IT and Operations, Direction and Management. He understands the world of IT to facilitate project management, and understands the systems that are needed to make a direct sales operation work. He has extensive experience with many of the best known software platforms, (including Exigo and Direct Scale), and a wide range of ancillary services from 3PL integrations to merchant services to mobile app launches.
Learn more about Michael on his bio page, and contact us at info@strategicchoicepartners.com if you’d like to discuss how Brett and SCP can help your company.
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