I am constantly harping on everyone who I speak with about exceeding customer expectations. I sound like a broken record. For those of you not familiar with this medium, they were big black vinyl discs that played music.
There are only 3 possible outcomes from a client interaction (here I go again) …
- Did not meet expectations – You lose.
- Met expectations – Neutral experience.
- Exceeded expectations – Repeat and referral business.
One of the best ways to consistently exceed customer expectations is by doing the unexpected and it’s so simple to do!
- Be hyper-responsive – I’ve become so used to folks who do not respond to my calls, emails, texts, and direct messages that I consider it to be the new normal. What’s even worse is that some of these are salespeople who I am trying to give money to.
- Communicate when they least expect it – First off, this communication is not to ask for something. It is for giving them something. As in … “I was thinking about you”
- Be proactive – Initiate conversation and actions. Don’t just respond to requests.
- Beat deadlines – Set realistic deadlines, add some padding, and then come in early!
- Under promise but over deliver – See above. I always strive to deliver more than what was expected. BTW … I play a significant role in setting those expectations!
- Provide unexpected items of value – Let’s say that you agree to provide X product or service. Is there something you can throw in for free at the end? This is after this project has been completed. It doesn’t have to be big. It does have to be thoughtful and be perceived as having a value.
- Promote them and their services (without being asked to do so) – Make a friend for life! Help them to sell more of their own stuff!
How about you? Do you have some tips to share with others?
If you would like to learn more about me, what I do, and why I do it … please read my recent interview on Go Solo. If you would like to chat about selling or if you are interested in learning more about Nimble CRM, please book a free 30-minute Zoom consultation with me!