Setting Customer Expectations
When I talk with managers and their teams about enhancing customer relationships, we`ll occasionally discover problems caused by the absence of a single communication piece. Employees may meet with the customer several times to propose a potential project. Once the customer agrees to go-ahead though, those same employees don’t spend enough time clarifying expectations. For example, during a project if you need customers to put any change-orders to the contract in writing (rather than verbally), then it should be agreed-upon in advance. I`m not talking about the main legal contract that only lawyers can understand. I mean before the work begins, walking a customer through a separate one-page plain-English document that spells out service expectations; complete with spaces for both parties to initial. Better to manage expectations up-front than be forced to do damage-control later on.
Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. For more tips, training tools or to inquire about engaging Jeff for your team visit www.JeffMowatt.com
Today’s chuckle:
The winner of the rat race is still a rat.
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