How do you manage your customer’s expectations?
One simple key: when you say you are going to do something for someone, do it.
Let me tell you a little story about how I know this is so important.
We recently purchased some porcelain floor tile for our home, but there was a mistake with the order. We really weren’t all that upset. We contacted the company and asked them to correct the situation.
This is where the transaction skidded to a halt.
Every time we contacted the sales rep she promised to get back to us. The first time, we didn’t ask for a specific time frame for her reply, which never came. So we called her again and elicited the specific promise that she would get back to us by the end of the day. That didn’t happen either.
So then we went to the store to see her and she fibbed about losing our contact information. (Since the beginning of the transaction we had been emailing, so we know she had the info easily accessible.)
After one last attempt, we went over her head. Her manager begged for the opportunity to make it right. The company contacted us 5 days ago, promising an answer for us in a day. But here we sit, still waiting. It must be an epidemic in this company.
By the way, we have gone to one of their competitors.
How do you manage expectations for your customers?
It’s a simple matter of communication.
If you say you are going to do something for someone, DO IT!
If you can’t, fess up and let them know why.
Don’t ignore them because I guarantee they will ignore you for as long as you are in business.