Customer Service: Over promising!

Every day we are confronted with service promises that do not meet our expectations both stated and implied. From the lunch bar that does not service its customers in order of arrival, to the automated telephone customer service announcement stating “Your call is important to us, please hold for the next available operator” as you wait for an operator to resolve your help desk query.

As a business owner you certainly want to put your best foot forward to impress your customers but by over promising and under delivering you are doing more harm than good!

Over time, ‘over promising and under delivering’ will have a negative impact on your business. So let’s consider the following points to better manage customer expectations:

Be honest. Tell the truth, it will reduce over-expectancy and leave you with a clear conscience if something does go wrong.

Be transparent. Explain enough of the process so that the client knows what to expect.

Be competent. Have systems and procedures in place so that all staff know what to do, this ensures the customer will receive a consistent and competent customer service experience each and every time.

Businesses should only crow about their ‘legendary’ service if they have the systems and the staff in place to ensure that that promise is met each and every time you interact with your customers.

By understanding your customer’s needs, being upfront about the process and having well trained staff you are more likely to meet or exceed your customer’s expectations creating a ‘win – win’ experience that will have them returning to you for their future needs.

Richard Kemp – Watts Price Accountants
E: richardk@wattsprice.com.au

The advice provided on this Article is general advice only. It has been prepared without taking into account your objectives, financial situation or needs.