30 years back from now, you easily sold what you developed because the customers had no options, but today as I see it, the clients decide what they want to purchase. Today the client has options all around them. Today we need to provide customers with something they need well before they know they need it.
It is difficult to meet customer expectations
Complying and even more, overcoming, the customer expectations always poses a challenge for a brand because customer demands are constantly in motion. They change easily, change quickly and change demographically, which is very important to evaluate when developing an internationally known brand. What do customers want? From my experience, most customer complaints are the result of the deficient understanding of customer demands or inefficient delivery of a product to its audience.
However, there are 5 principles of customer satisfaction that you must put into practice to fulfill customer expectations. The degree of satisfaction of your clients will be determined according to your performance in these areas.
5 Principles to Meet Customer Expectations
A slow response with long waiting times signifies an attitude of indifference towards clients. On the other hand, a quick response and a short wait denotes concern for customers. This means always making sure that your representatives are always accessible and responsive. A client when answered quickly for his concerns will feel secure and dedicated to a brand. Prepare your employees to be there when a customer needs them.
Treat Customers with Courtesy
When you work with clients, always focus on the situation or problem, not on the person. Be courteous, because the problems that customers are trying to solve may not seem like a big problem to you, but they mean a lot to the customer. Courtesy is the most visible way to convey respect. Excellent customer service cannot take place without a friendly atmosphere. It is important that each person who serves a client understands that the courtesy begins with each of them!
Respond to The Needs and Wishes of The Client
As I have seen, today the world has changed, the clients decide what they want to buy and what not. All the clients want is for you to worry about them and understand their problems. They want to be the center of your attention at that moment and they want the interaction they have with you to be free of problems. The customer expectation is you satisfying them, giving them all the reasons to trust you. Thank them sincerely for choosing your brand. Learn to anticipate your customer’s needs, and you will be in business for a long time!
Follow Up and Follow Through
Resolving queries will quickly impress customers. Do not tell them that you are going to contact them later with an answer because that gives them time to look elsewhere for a better price or a faster response. Customers just need to know that you value them and their priorities. If you want to meet the customer expectations, keep in touch. If you forget to do something that you are supposed to do, you will not keep your clients for a long time.
Have Well-Trained and Informed Employees
The proper training of workers is the basis for success. Every employee should be aware of the products and services you offer and the basic skills of customer service. Explain them the mission and values of the company. Also, make sure that the training of customer service competencies includes issues such as building long-term relationships with customers and understanding the need for a customer-centered approach. These topics will provide each employee with a better sense of purpose in regards to customer satisfaction.
Contact your client after a purchase, to deliver a job, or after the problem has been resolved to ask their opinion and if they were satisfied. With good customer service, you are laying the foundations of a successful company. Produce your product or present your service in a way which is favorable to fulfill the client’s needs and wants. Serve the customer according to their expectations and needs. Be willing to help customers and provide fast service; and be educated, respectful, considerate and kind.
This article is written based on the ideals and values of the Van Tibolli Corporation