EGO and Customer Satisfaction: Part 3
Align expectations to create a clear path to customer satisfaction.
Jim Stein
Published Date: July 17, 2024
Customer Interaction: Understanding and Managing Expectations
Establish up front what your customer expects from you by asking, “What results do you expect to see from our work?” When you understand the customer’s expectations, you can address any misconceptions before the work begins. After you’ve done this, confirm with a statement about what you’ll do and then ask the follow-up question, “Would that be helpful to you?” or some variation. Gaining her agreement to this question binds you both in a psychological contract. It establishes the standard for satisfactory performance in the customer’s mind.
This conversation may sound like you’re giving up control to the customer, but the reality is you’ve prompted them to commit to one mutually acceptable marker for satisfaction. You’ve preempted the “moving target.” Now you will focus on this standard.
Related Blogs
EGO and Customer Satisfaction: Part 1
Jim Stein
Does your staff ever unconsciously exhibit moral superiority because they believe they’re right about an issue? Hey, they might be right, but enhancing communication requires them to be open to views and thought processes that they believe to be flawed.
Helpful Expertise #1: Attitude
Jim Stein
Think about these two words: Helpful Expertise. You’re most Helpful when you have a great Attitude, you’re very Responsive and you Personalize your communications to the individual customer. Your Expertise shines when you truly understand the specifics of the job and are able to provide expert Insights based on this understanding.
Latest Blogs
The Deciding Factor
Jim Stein
Your potential customers’ brains are constantly absorbing signals from both your company and your competitors and then using these signals as a basis to choose. Each market signal that your company sends moves their “preference for your company” needle up or down. One of your signals will be the Deciding Factor: the one that causes a Prospect to pick your company.
Force Success
Jim Stein
Ask most company managers and they’ll tell you the key to satisfying customers is to “do what the customer wants.” Although this is a reasonable answer, I believe in adding to this by embracing the philosophy of “do what the customer needs.” Although it takes extra time to educate a customer and merge their wants with newly learned needs, it leads to a more satisfied customer and it’s the right thing to do.