9 Top Tips for Exceeding Customer Expectation
02/10/2022 | Share:
In today’s business world, the customer is always right. With competition for customers ‘ attention and money fiercer than ever, businesses need to go above and beyond to ensure that their customers are satisfied. As a business owner or manager, it is important to always keep this in mind and go above and beyond to ensure that your customers are happy. Here are 9 top tips for exceeding customer expectations:
1. Put Yourself in your Customer’s Shoes
This is the golden rule of customer service. In order to provide the best possible service, you need to put yourself in your customer’s shoes and understand their needs and wants. Only then will you and your staff be able to anticipate their needs and exceed their expectations. Go through your order systems (or better still have someone else do it for you) from the perspective of a customer. Try to find any possible areas of improvement. Look at any areas (clarity of website information, order systems, delivery methods etc.) that could be improved upon and take action to get them up to scratch. Look at feedback, and social media posts to get an idea of what your customers really think.
2. Anticipate Needs and Wants
The best way to exceed customer expectations is to anticipate their needs and wants before they even have to ask for them. This can be done in a number of ways, such as:
– Keeping up to date with industry news and developments so that you can offer the latest products and services to your customers
– Asking customers for their feedback and suggestions on how you can improve your service
– Conducting market research to get an understanding of customer trends
3. Pay Attention to Feedback – Positive and Negative
You should always pay attention to the feedback you receive from your customers, both positive and negative. Use this feedback to improve your service and make changes where necessary. Always thank your customers for their feedback, whether it is positive or negative. This shows that you are willing to listen to what they have to say and take action accordingly. Positive feedback can be used as a pat on the back for a job well done, while negative feedback can be used as an opportunity to make changes and improve your service.
Make sure you listen. If there are product issues ensure they are dealt with promptly (replacing damaged items, refunding etc.) to prevent any further customer dissatisfaction.
If there are problems with your systems get them dealt with swiftly to avoid any inconvenience to customers.
4. Under Promise and Over Deliver
This is a key customer service tip that will help you to exceed customer expectations. Rather than making promises, you may not be able to keep, under-promise and over-deliver. This way, your customers will always be pleasantly surprised rather than disappointed. This is particularly important if you are promising a delivery date or timeline for a project.
5. Go the Extra Mile
Whenever possible, go the extra mile for your customers. This could be something as simple as throwing in a freebie with their purchase or going out of your way to help them with an issue they are having. Whatever you do, make sure it is something that will genuinely benefit the customer and make their experience with you even better.
6. Ensure your Staff are Knowledgeable of your Products and Services
Your staff are the face of your company and play a vital role in exceeding customer expectations. They need to be well-trained and knowledgeable about your products or services so that they can provide the best possible service to customers. Make sure they are up to date with any changes or developments and give them the tools they need to do their job properly.
7. Have a Complaints Procedure in Place
No business is perfect and there will always be the occasional complaint. It is important to have a complaints procedure in place so that you can deal with any issues quickly and efficiently. This will show your customers that you are willing to listen to their concerns and take action where necessary.
Customers expect a quick response when they contact you, whether it is by phone, email or social media. If you can’t answer their query straight away, let them know when they can expect a response from you.
8. Be Proactive, not Reactive
In order to provide the best possible service, you need to be proactive rather than reactive. This means being prepared for anything that might come up and having systems in place to deal with it. For example, if you know that a particular product is proving popular and is likely to sell out, have a plan in place for dealing with this (such as having more stock on hand, offering a rain-check etc.). This way you can avoid any disappointed customers.
9. Make Changes when they are Needed
Many companies will send out apologies, vouchers or refunds but do not actually look closely at the issue causing concern. If your customers are flagging up an issue with a product then go back to the manufacturer to change the design or process and avoid problems in future, if your products are damaged during delivery then speak to your delivery company to look at better ways to package and handle your products.
By following these tips, you can be sure to exceed customer expectations and keep them coming back for more.
