We often talk here in the Home Business blog about what our expectations are for ourselves and our businesses, and we also chat a little about customer service—but one thing that comes into play in our businesses is that our prospects, clients and customers have expectations of what they will receive from our business and how well we meet those expectations will influence our success. The tough thing is that we might not even know or understand what those expectations are!
Think of your own experiences as a customer or purchaser—when you go to a restaurant, you may be expecting a few different things: you expect that your hunger or appetite will be satisfied; you may also expect clean surroundings, prompt service, good food, a certain environment or ambiance, and a reasonable price. The extent to which the restaurant meets your expectations will influence how satisfied you are as a customer and whether or not you will tip well and/or return. The same happens when you enter a department store, visit an accountant, or even go to church—you are expecting that certain things will happen and that you will feel a certain way from your experience. While an experience that is different from your expectations can be a pleasant surprise, it can also leave you with feelings of frustration or bitter disappointment.
Putting some thought into what your prospects and customers are hoping to get from you and your business can help you to evaluate how well you are meeting those expectations. Of course, not every customer will have the same expectations, but there may be some similarities or “universal” expectations that are influenced by our industry, the cost of our products or services, the market, the demographic of our client base, etc. Identifying what people are actually expecting from us can make it possible for us to meet those expectations.
Also: What’s the Big Deal About Customer Service?
How Specific Can You Tailor Your Service Delivery?