To check if customer expectations are being met, one great strategy is to become a 'mystery shopper' and discover what your organisation looks like when seen from the outside. If you can't do this, the next best thing is to regularly ask your customers about their expectations.
If you find their expectations are too high, find ways to lower them or you'll need to walk away. If you don't satisfy the customer's expectations, you'll fail to deliver value. If you can lower their expectations whilst still addressing their key issues, it's easier to exceed them.
“Your competitor is anyone who raises the customer's expectations”
Please realise, expectations are dynamic - Keep asking yourself, "What are we getting paid for? What is the customer trying to get done?" And check this with customers too, of course.
Your competitor is anyone who raises the customer's expectations, and you'll need to react when this happens. Be creative and innovative - You are free to borrow ideas from outside your own 'industry'. For example, freight companies first introduced bar-code tracking, but this then set a standard that the airlines were keen to follow for passenger baggage. The early adopters used it as a differentiator, already knowing its appeal.
If you agree with these thoughts and would like to find out more about structuring your business in a better way, selling properly, how to make sales without selling and get paid what you're worth,, visit www.sws3.co.uk to download 30 more free practical ideas you can implement straight away in your business.
Service providers who charge for their time or their materials, or whose prices are influenced by their competitors can find out how to get paid what they're really worth at www.sws3.co.uk
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