PKF Kerikeri

How to Exceed Expectations

The very foundation of exceeding expectations is to really know your customers and understand exactly what they expect. This can seem an insurmountable task but it is actually very simple. Ask them, listen and then give them more than they bargained for.

You can do this in a variety of ways. Use the KISS (Keep it simple) approach. For example, once you have sent your invoice, add a note asking for a Google or Facebook review. Give them a clickable link to make it super easy to follow through with your request. Make sure you take the time to read them as they come through. You can do this by integrating Mailchimp and Xero. Regardless of whether you are or aren’t meeting expectations of the client – you will at least know what they expect. If you are worried about bad reviews – create a form using Wufoo and see how you go for a few months while you improve your product or service.

If your product or service is not what customers expected, follow up with them and ask what you could do better. It can be very intimidating approaching a disgruntled client. If you are transparent and approach the situation for your learning, you will often find the icicles melt away and clients will show you the way to success.  My favorite way of resolving a situation if none of your solutions are suitable is to ask the customer what they think you can do to resolve the situation. 99 times out of 100 they come up with the best solution for them.

The number one reason why a customer won’t return is that they believe that the company does not care about them. It is SO important to connect with your customers. Enter here the wild world of social media. Forgetting to message back or check your community comments is a prime example of this. Imagine standing in a room talking with someone who won’t answer you back. Awkward and well, you wouldn’t do it in person, so don’t do it online! Take the time to get to know your customers. The best way to do this is to have a cracker CRM (Customer Relationship Management System) that will remember all the details – down to exactly how they like their coffee.

Go the extra mile! Anything from a handwritten note to a birthday card, there are so many small ways you can go the extra mile. These little things consistently build trust and loyalty. You can’t buy loyalty.

“Customer service today is not about telling people how great you are and giving figures to prove it. It’s about creating memorable experiences that do the talking for you.” – Mark Taylor Super Office.