Setting Clear Customer Expectations

One of the most common customer service issues that occurs in small business is not a customer service issue at all – it’s a sales problem. Setting clear customer expectations before you even start your relationship with a customer is the most important step you can take for a successful long-term customer relationship.

Set expectations regarding communication, timelines, output, and scope of work.

COMMUNICATION

• Let your clients know when you’ll be available – and more importantly – when you won’t.
• Create a rhythm with your clients and let them know when they’ll hear from you, when you’ll have scheduled touchpoints, and how you’ll communicate.
• Set parameters on response times. Let your clients know how quickly they can expect a response from you and what the protocols are for emergency situations.
• Educate your clients on what qualifies as an emergency situation!

DELIVERABLES

• Outline your deliverables. Be clear with your clients on what you will provide and what you won’t.
• Provide details. Make sure your client understand what will be included in the deliverables.
• Set a timeline for when all deliverables will be completed.

TIMELINES

• Set clear timelines.
• Communicate early and often if there will be any delays in delivering on the timelines set.
• If you require inputs from your clients to complete your work (ie – approval on a design project, supporting documentation for an application, or answers to questions to be able to move forward on their month-end close), let them know when you need it and how it will affect your timelines if you do not receive it on time.

Setting clear customer expectations is the first step to a mutually-beneficial, long-term relationship. Your customers will thank you. And you will thank yourself!