How Important Are Customer Expectations


If you want to run a successful business in today’s modern market place, setting realistic customer expectations and meeting them is one of the most critical things that you have to do. If a client is disappointed in the service or product that you supply it has never been easier for a client to inform their social circle of their experience. A simple post of Facebook, a review site or on twitter can easily effect the reputation of your business and put potential clients off working with you.


The opposite is true for positive reviews, if you can meet your client’s expectations, they are likely to leave a positive review about their experience and recommend your product or service to friends and family. With lots of competition for work in almost every niche, the need for a positive online reputation has never been higher.

The first way to achieve this is to be realistic about what you can achieve and offer. Always work on a estimation of how long it will take for you to do a task. For instance nobody is going to leave you a poor review if you send a order out early, however you may get a negative one if you despatch an order late.

So ensure that you only promise to do things that you are confident you can achieve. Secondly follow through and keep your customers fully informed as you process their orders. For example if you are sending an order out to a client through a UK international courier service then let your client know when it is dispatched, through which courier service, what the tracking number is and how they can track their shipment while it is in transit. This is very useful if you are delivering a shipment outside the European Union. As customs will often hold shipments and clients need to contact them to arrange for duty and taxes to be paid. I have often seen this when I am sending a parcel to Finland.

Once the parcel arrives every client expects their goods to arrive in good condition. To meet this expectation always use plenty of packaging material like bubble wrap. Use new boxes as these look smarter and create a better impression. Ensure that your goods cannot move around inside the box and that none of the contents are touching the outer packaging. If you do this your goods should arrive in good condition and meet your client’s expectations.

Always work on the principle of under sell and over deliver and you will get great customer feedback, reviews and develop an online reputation that you can be proud of.