How to Manage Customer Expectations - 11 Excellent Tips

Want to exceed your customer’s expectations? In this video we break down 11 tips on doing just that!... check it out! - By Marketing 360® / https://www.marketing360.com/small-business-crm/?ref=yt-desc-BPO6_HSdQec Intro: Managing and exceeding customer expectations is key to success. But in order to exceed your customer’s expectations, you must first understand them! So let’s talk about 6 reasons why understanding expectations is important and then 5 tips on how to manage to them and then exceed them. 6 Reasons Why Understanding Expectations is Important: 1 - It lets you know what service levels are expected to keep customers happy and achieve high satisfaction. (0:46) 2 - It enables you to focus on fulfilling customer expectations. (1:26) 3 - It gives you the opportunity to discuss expectations at the start of the relationship and to reset unrealistic expectations if necessary. (1:49) 4 - It can help you resolve customer complaints. Since complaints are a result of failing to meet expectations, you have the ability to quickly fix the problems and retain the business. (2:16) 5 - Most customers have a set of basic needs that they want from you; make sure you understand them and work them into your customer service strategy. (2:53) 6 - Think about not just meeting expectations, but how you can WOW them. (3:26) 5 Tips on Managing Expectations: 1- There are times when you know we’re not going to meet expectations--the deadline is pushed back, something didn’t go right, something was missed...whatever it is, I recommend calling the customer immediately! (3:59) 2- Explain the issue and what steps you’re taking to correct it. 90% of the time, the customer just needs to know that you care, that you acknowledge the problem, and that you have a strategy to fix it. (5:10) 3- You don’t need all the answers but you must fully let the client vent, if that’s needed, and actively listen. Then cushion, clarify and respond. (6:23) 4- Send follow up with an