Try to Exceed Expectations

by Kori Rodley Irons | More from this Blogger

25 Apr 2008 11:29 AM

Whether your home business involves working with many customers or just a couple clients; whether you meet with your customer and clients on a regular basis or only talk to them on the phone or via e-mail-customer service is imperative. One of the most basic rules of good customer service is to try to exceed the expectations of the customer or client...

Surely you have heard the phrase: "under promise and over-deliver?" This is another version of the cardinal rule of making sure that you exceed what your customers, clients and prospects are expecting from you. This can mean coming in under deadline, going above and beyond the call of duty to provide that extra something in your service delivery or providing a product that is high quality for an affordable price. Whatever route you choose to take, the important thing is to look for ways that you can exceed the typical expectation that your customer might be clinging to.

You can get into problems if you promise more than you are sure you can deliver. While this might help you make the sale or get the deal on the front end, if you are then unable to follow through on your promise, it will hurt you more than if you had made a more modest promise in the beginning and were able to exceed it. Even if what you deliver is the same either way-the reputation edge you get from exceeding expectations instead of coming in under what you promised is huge.

Take care in what you are committing to and take your commitments seriously-especially once you have a contract or signed sales agreement. The more you can dazzle people by exceeding what they expect from you, the stronger your reputation will be and the more likely you will retain loyal customers and clients and get the referrals for new ones.

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