It seems that this has become my mantra at every customer service training recently. Time and again, I find that the breakdown in communication between clients & companies can all be traced back to clear expectations... or the lack thereof.
The key to great service and long-lasting client relationships is to follow these three easy steps:
- Set the expectation: Let your client know how the process will work & what they can expect from you at each step.
- Meet the expectation: Once you have put it out there, you are committed! You've made a promise, now do everything in your power to keep that promise. You are only as good as your word.
- Exceed the expectation: Chances are, you have under promised, in an attempt to make sure you can achieve the goals you have set with your client. Now go the extra mile... over deliver!!
Now take it to the next level... these same tips can also be applied to other situations in your life. Whether you are setting limits & goals with your children, navigating neighborhood politics, or making new friends, these 3 steps can be modified to fit the situation and help guide you to smoother interactions.
Do you have tips on clear communication and stellar service? I'd love to hear them!