Research indicates that 73% of customers expect companies to understand and meet their unique needs. Almost every business owner appreciates the importance of meeting customer expectations. But this can be very challenging, as such expectations can sometimes exceed your resources and your ability to meet them. Even worse, these expectations are complex and always changing. Despite this complexity, it’s your responsibility as a business owner to manage and address customer expectations while you work toward meeting them. You can do that through various means, but the following effective strategies will set you off on the right foot.
1. Be honest and transparent about your strengths and limits
Customers can place undue expectations on your business if you give them the impression you can meet the highest standards. Of course, excellence is needed in any business and should be one of your ultimate goals, but if you’re not there yet, please let your customers know as honestly and transparently as possible. Your company might not always be able to deliver what your customers want in real-time, but communicating this to them and ensuring them of your willingness to strive to meet the best standards can help you manage their expectations.
2. Focus on adhering to quality management standards
Focusing on adhering to and adopting quality management standards can also help your business manage customer expectations. Standards like ISO 9001 provide a structured framework to establish and maintain a robust quality management system. You can set a clear standard for customer expectations when you adhere to such standards, as you’ll be better placed to enhance the reliability and consistency of your products and services. Such standards can help your business identify and address potential issues, ensuring that you meet (and even exceed) customer needs and requirements.
3. Openly discuss customer solutions
Business owners understand the complexities and intricacies involved in solving customer problems and meeting certain levels of expectations, but most customers don’t. For your customer base, all they see is a problem that needs addressing. One of the best ways to manage your customers’ expectations in this regard is to openly discuss the solutions with them. By getting them involved in the troubleshooting and decision-making process, you can achieve two main things. One, you’ll empower them to understand and appreciate the complexities of the said problem. Two, your customers will help you choose a solution that best suits them, and the process can strengthen your bond with them and cultivate loyalty, leading to the next point.
4. Cultivate customer loyalty
Regardless of the industry you operate in, you cannot underestimate the importance of cultivating customer loyalty. Plus, it will cost your business a lot less to focus on customer loyalty than acquiring new clients. Regarding managing customer expectations, cultivating loyalty can help you in several ways. Loyal customers can play a valuable role in helping shape the expectations of other customers, acting as unofficial brand ambassadors. Based on their positive experiences and loyalty to your brand, they can convince, guide and influence the expectations of other customers. They can also help you establish a positive business reputation and shape the expectations associated with your brand.