Here is another great question sent in by one of your colleagues (keep them coming—I’m happy to reply!) is:
“How can I make sure my team and I are meeting the expectations of clients going forward, to be sure they are—and will remain—delighted advocates?”
This is a great question, as it speaks to the desire to continually improve and not become complacent about meeting the expectations of those who pay your bills.
And we all know—and have experienced—how complacency can lead to mediocrity, and how mediocrity always leads to disaster in one form or another.
Here is my answer:
A proven way to consistently meet the expectations of those you do business with is to ask them once a year:
“We value you as a client, so please tell us—what else can we do to better meet your expectations and serve you better?”
Be patient—and if they reply, “Everything is fine,” avoid assuming it’s a forever answer. Why? Because things change during the year so from experience, I’ve learned that asking someone at the end of every conversation, “What else can I do for you?” often uncovers things that truly matter to them at that specific time. That phrase graciously invites them to not hesitate with any request. It sure beats the all-too-common closed-ended, “Is there anything else?”
Feel welcome to forward this to your peers and post this on your LinkedIn profile or blog.