Think Tank Topic: Managing Customer Expectations

ELITE : SIX Think Tank meetings are discussed over ZOOM with our members every Friday at 9:30am.

Facilitated by DANNY : DE HEK meetings are recorded for our Podcast, we’ve been doing this since COVID-19 if you’re interested in joining in with us check out our Website at dehek.com

EXPERIENCES

Agree content/define scope upfrontSpend adequate time upfront to really understand the need/taskTry to exceed customer expectations to ensure a long-term relationshipRemember to check in with your clients from time to time to ensure you are meeting their needsNever ASSUME, because when you ASSUME, you make an ASS of U and MESet realistic expectations/be honest – avoid “faking it until you make it”Understand your customer – what’s important or unimportant to them and communicate as suchCommunicate regularly – “no surprises”Agree a schedule of tasks (have a plan)Send out feedback forms or even feed-forward forms

PROBLEMS

Reluctant to pay when the invoice reaches themMaking assumptionPoor communicationDisagreement over what was promised vs what was deliveredSpending time away from delivering core expectationUnrealistic expectations, lack of customer understanding of tasks/costs involvedScope creepKnow the customer you have got, research their background.Staff/contractors letting you down

SOLUTIONS

Ask creative questions to expand clients brief, understand their problems, goals, aims. Listen, reflect what you have heard.Explain your scope, deliverables, process, program & cost. Explain your expectations of them.Ensure that the customer fully understands the process / productCreate a scope document and manage changes (variations)Get feedback from customersBe responsive to genuine problems or issuesUse case studies as illustrationsEducate the customer in the value they are receiving for “this” and why they are not getting “that”Offer new clients to talk to past clients – removes some doubt and uncertainty over working togetherMonitor progress confirm milestones as reached, confirm approval & acceptance, & instruction to proceed.Differentiate between what you can do and what you can’t“Know what you know” … don’t over sell. Big risk to reputationOver-deliver will always lead to positive client satisfactionContracts, terms of engagementExceeding expectationsLead by example

TAKES AWAY

Document all agreements madeMaintain good, regular communication (no surprises)Don’t over promise. Be realistic/honest over expectationsQuality does not come cheap. “Pay peanuts, get monkeys”Maintain good client relationships to ensure open two way communicationCherish customer relationships … beware of “radio silence”Look for “win-win” outcomes. Needs to be mutual benefit

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