Often, customer will expect more than you can do.
In managing customers’ needs, it is important set realistic expectations and the best way to handle unreasonable requests is to manage customer expectations better.
Customers’ needs and wants may vary, but the likelihood is that the services you offer are limited by time, finances and resources.
Setting realistic expectations for customers is important in managing their needs
There are several things that can be done for setting realistic expectations and at the same time keep customers happy.
First, start off with honesty. During the first discussion, manage their expectations by setting out what you can do, and what you may be able to do.
Make it clear in person and in written communication what you can guarantee and what you can’t.
However, when setting realistic expectations for customers, it’s critical to keep them in the loop at all times.
This is because if you run into an issue that could delay a project, it is better to alert your them right away.
Even though they may be agitated, it’s better than telling them at the last minute and having to deal with a problem later.
Reasonable expectations are often born from trust. Companies that make their policies, values and practices transparent build trust with customers.
Another thing that can be done is to give a clear timeline for the due date of the project.
Most customers do not mind waiting as long as they understand why. They understand that errors and problems do come up. But they also expect you to be honest about them.
The most important thing about managing expectations is following up.
For this, do contact customers through the channel they choose with updates on the progress.
