Manage customer expectations

Manage customer expectations Everyone talks about the expectations of their customers. It 'true. It is no longer sufficient to meet their expectations only, they must exceed their expectations of success. The client is very well educated and demanding. The Inteet has opened a whole world of possibilities. They want high quality, outstanding service and low prices. Reminds me of a sign, once I read in a press ... "Fast, cheap, good .. Choose two. "But customers do not want only" two choices ", which wants the whole enchilada! It is no easy way to exceed the expectations of its customers, most of the time. And this is to manage those expectations. Being in control. To put it simply, it is like to compete in a race, having decided that the goal should be.Often sometimes you do not know what their expectations. It 'almost impossible for you to win without that knowledge. If you help set the expectations that are more likely to impress your customer.Last week was looking for some real estate in Chicago for my son. Last Sunday I called a realtor. He told me that was opened in a house, but was retued to his office that afteoon and after a few lists of e-mail me. He never sent me the email that night and he did not call me back until the following day. It 'obvious that created the expectation that did not comply. Now the interesting part of this story is that I had no expectations on it when I get back to me first in a series in my head. At best, as it was called a Sunday I did not before me the next day. However, setting an expectation in my head and not go forward. He would have been better to say "I will send you an e-mail alerts of tomorrow" and then e-mail to me that night. That would have created my expectations and then exceeded it.My orthopedic surgeon, when looking at the xray of my broken ankle, I was told it was a 'good' break and no damage to the ligaments and bones, where it did not cured the problems. Imagine my surprise when I choose four months later. Not manage my expectations. Had he said: "It seems that a simple fracture, but only time will tell how fast it is better" would be less satisfied with what promises outcome.Think on his client. Are you sure you can make this promise? If not NO. Give a little 'wiggle room, take some' capacity 'under promise and more. "Establish the expectations of their customers so that we can always overcome them.Laurie Brown is a speaker, trainer and consultant who works to help people to improve their sales, service and presentation skills. The teleprompter is the author of a manual for managers, politicians, broadcasters and speakers. Laurie can be contacted through or 1-877.999.3433, or lauriebrown@thedifference.net.