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Four tips for exceeding your customer's expectations

February 7, 2012 by Doug Fleener — President and Managing Partner, Dynamic Experiences Group, LLC

When we exceed a customer's expectation he/she is more likely to make a purchase, become a repeat customer, and tell others about their great experience in our store/business.

The challenge is that every customer is unique. What one person sees as exceptional, another might shrug off as no big deal. And the same thing that the first person loved could ruin a third person's experience.

Here are four tips for successfully exceeding your customer's expectations.

1. Set a goal to exceed every customer's expectations. Most companies don't exceed their customer's expectations because they don't try.

2. Be consistent with those actions that differentiate your store's experience, since they exceed most of your customer's expectations. Things like offering your customer something to drink, walking a purchase around the counter, and welcoming every customer within thirty seconds should be done with every person who walks through your door.

3. Don't ask permission. As I wrote in the January 4th Daily, we often ask our customer for permission to WOW them. Don't ask. Just do it. Intent doesn't exceed a customer's expectations...action does!

4. Watch for customer clues.You'll be amazed at how many chances you have to exceed your customer's expectations when you really watch for them. You just need to being looking and listening. More often than not it's a small gesture on your part, such as acknowledging something they've said. Sometimes it's giving them the space they want.

So let me ask, will you strive to exceed every customer's expectations this weekend?

About Doug Fleener

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