In today's business culture, a company's ability to provide top notch customer satisfaction and support can only go as far as it's ability to exceed the expectations of it's clients, as customers of today are more knowledgeable and have higher expectation than before. There are many facets that go into having a top notch plan for managing customer expectations, however the worst thing a business can do is under deliver on what was promised or drop the ball when resolving problems in a timely manner.
Below are our top 5 tips on delivering on Customer Managed Print Expectations:
- Understanding and Aligning Priorities
Understanding your customer’s priorities can alleviate future problems in terms of deliverables, one can achieve this by asking your customers important questions. Once you know the importance of their tasks to them, you can align such tasks to your priorities, ensuring that the expected deliverable has exceeded the customer’s expectation rather than just meeting it. It is always better to under promise and over deliver.
- Honesty and Transparency
Being honest and upfront with customers can be somewhat daunting, especially when the news is not something the customer would like to hear. But being honest and transparent to customers goes a long way in building a foundation of trust that allows the customer to be more reciprocal to potential non-deliverables, thus not dissatisfying the customer’s expectation.
- Presenting a Multitude of Solutions
When customers are faced with problems they expect you to provide a solution for, they are expecting such because it is you they have appointed in a position of expertise, quality and service. It is important when presenting such solutions to present a multitude of solutions to the problem. This empowers the customer to make a more informed decision, it educates the customer of your specific area of expertise and reaffirms the customer’s choice in you.
When presenting multiple solutions, you have also shown the customer that you have anticipated their needs before they have. Again, building trust and credibility with your customers.
Communication with your customers is paramount to making sure they know and understand that you are available to them, you are taking care of agreed upon tasks and making their requirements your priority. It is also important to maintain a consistent balance of communication with the customer. This allows for both parties to be on the same page and understanding. One can request the amount of communication that will be sufficient to meet the customers’ expectations.
Reporting to customers doesn’t have to be expansive and tedious, it has to be sufficient to cover all important aspects of the service you supply to the client. Not only does this reporting allow for constant progress updates, but it allows you and your customer to discuss potential risks, successes and future planning.
Considering Managed Print Services? Request a call and we will have one of our Consultants get in touch with you to answer all your questions.