If you want to increase your level of returning customers, there is one major thing that you need to take care of at the very beginning of every relationship – Expectations.
This may sound simple, but if you don’t spell out what you are going to provide for the money, you can run into major confusion and complications in the future. And it goes both ways. Your customers need to tell you what they expect too.
With this in mind, here are three key tips to think about when you begin to work on any new projects or customer sales:
1. Communicate goals.
Before you exchange funds, products and/or services, talk about final outcomes and what you both expect out of the relationship. You should understand potential issues, tactics, budget constraints, potential results, and any other important details prior to working together.
2. Get it in writing.
Whether it’s a stream of e-mails or an official contract, write down exactly what you will provide and what the customer or client can expect from you. Even if you have a casual relationship, this will help clarify actions, fees, deadlines, and potential results.
3. Stick to your plan.
Once your relationship is underway, be sure you provide what you promised. Stay in touch with your customers, and be sure they are aware of any changes or problems. And to build a solid customer base and good word-of-mouth, go above and beyond customer expectations. Provide personal attention and extra services whenever possible.
By being honest and upfront with customers, you will reduce stress, meet deadlines and avoid unnecessary surprises. And if you make the extra effort to provide customers with additional, unexpected services that exceed their expectations, you’ll be well on your way to surpassing the competition and boosting sales.
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