Are you meeting the expectations that your customers have with your small business, and the products and services you provide? How are you managing the expectations of your customers to ensure you can either meet or exceed their expectations? The best way to retain customers is to meet their expectations, and managing their expectations is a key component to meeting them.

So how do you manage the expectations of your customers? For starters, make promises that you can deliver on. If you tell a customer you’ll get back to them within an hour of receiving a voicemail from them, that’s most likely something you won’t consistently be able to do. Conveying a more realistic time (like 24 hours) not only sets the expectation with your customers that they can count on getting a call back in a day, it’s also achievable.

Over-promising and under-delivering leads to customer complaints, dissatisfaction, and potentially losing a customer. There are two easy solutions. Number 1, don’t make promises that you can’t deliver; and number 2, if your customer expects something you know you can’t deliver, manage their expectations.

You can spend a lot of time, effort and money trying to consistently meet the expectations your customers have. Managing customer expectations will also improve customer satisfaction. Happy customers will do more business with you, and are also more likely to recommend your business to others; both of which will help you grow your small business.

Founder & President Jones Simply Sales, LLC

Dick Jones is the Founder & President of Jones Simply Sales, LLC. As a 4th generation sales professional, he has over 30 years of experience advising, coaching, consulting and working with small business owners.

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