Before you have even opened the door of a shop you have set yourself an expectation. There are certain things that of expected of that shop – a sign detailing what if has to offer, a welcoming environment inside, easy to navigate layout and friendly helpful staff.
But this is just the minimum – being able to exceed a person’s expectations is what’s going to set you apart from your competition.
1. Under promise and over deliver – this is the best way to be able to exceed expectations.
Obviously don’t promise something at a very low standard then delivery an average standard as that would defeat the purpose but never set yourself up for failure. Targets on delivery are often an area businesses fail on and then the blame is shifted on the postal services – but this shouldn’t be the case, we all know that postal services have limitations so these should be integrated into your original expectation. Be realistic with what you can achieve and then if you do exceed this then you will increase your customer satisfaction.
2. Get the basics right
Don’t try to exceed targets at the detriment of the basic level of customer’s needs. You first need to get the basics right. Provide what a customer’s needs, then start providing what they want.
3. Treat Customers as Individuals
Each customer is different and being able to identify a customer’s needs is a skill which will go far in helping you exceed expectations. Being able to offer the right expectations is key, customers don’t always expect 50% off deals, they expect efficient sales, knowledgeable staff and accessible businesses.
Being able to empathise with your customer is essential in being able to understand what they want. Customers need to know that you understand their goals and you need to be able to think from their point of view about what they want.
4. Know Your Industry
Lots of information can be found on the internet now so it is even more important that staff are approachable and knowledge in their field of expertise. Being able to provide information above and beyond what is available on the internet will make the customer feel special and being able to give them recommendations will give them assurance that you empathise fully with them.
5. Be Accountable for your Mistakes
Admit when you have done wrong, this will go a long way in rectifying the mistake. Coming up with excuses will only make the situation seem worse and will ruin your chances of repeat orders. Being able to admit mistakes will gain trust.
6. Follow Up on Business
The point of order shouldn’t be the last contact you have with a customer. Being able to follow up on business and ensure they received the right service will go a long way in providing a continuous review cycle and assisting in gaining repeat orders.
Achieving the basics is the foundation to being able to achieve exceeded expectation and you cannot achieve this without first being able to identify and provide the basic needs.
With tough competition for any business right now being able to go above and beyond is what will help you stand out from the crowd – but I do agree the basic standards do most definitely need to be achieved first before you can go onto greater things.Top Tips for Exceeding Customer Expectations,
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