{"id":848,"date":"2009-07-03T09:35:32","date_gmt":"2009-07-03T16:35:32","guid":{"rendered":"https:\/\/edelalon.com\/blog\/?p=848"},"modified":"2024-11-15T14:53:03","modified_gmt":"2024-11-15T22:53:03","slug":"managing-customer-expecations","status":"publish","type":"post","link":"https:\/\/www.edelalon.com\/blog\/2009\/07\/managing-customer-expecations\/","title":{"rendered":"Managing Customer Expecations"},"content":{"rendered":"

There\u2019s a formula to help define success in any project. Do Customer Expectations = Final Outcome<\/strong><\/em>. This is the easiest way to figure out of any of your events or projects came out with a positive outcome.<\/p>\n

Let\u2019s face it, we can\u2019t please everyone. While this is true, I think it\u2019s possible to manage the expectations to lean towards 100% satisfaction. Remember that different people have different styles and personalities. From what I\u2019ve learned over the years is that the scientific type of people out there require greater details in what\u2019s going on while more finance people want the final number in the end. There\u2019s a balance that you need to find when managing expectations. That’s why it’s important for you to find your style in managing expectations.<\/p>\n

Expectations are key. In other words, we can give someone everything in the world but if that\u2019s not what they are asking for you have failed in your duties. I had a long discussion with a friend of mine who wanted to give a gift to someone else. My thoughts were that as far as I know, that person didn\u2019t want that specific gift. But my friend was persistent because it was the right thing to do (give a gift).\u00a0 Think about it.\u00a0 If you’re craving an apple and someone gives you an orange, are you satisfied?<\/p>\n

There are many strategies in managing customer expectations.<\/p>\n

Here are a few:<\/p>\n

Get the customer involved<\/strong> \u2013 Get a group of the customers together to figure out what they expect in the end. Have the customers talk with each other and step in when they are all in agreement with each other.<\/p>\n

Don\u2019t hide risks<\/strong> – Show the customers what the risks are from the beginning of the project\/event. This helps them understand that something can go wrong with a certain problem.<\/p>\n

Share<\/strong> \u2013 Give your customers updates on what\u2019s going on with the project\/event. You want to keep them in the loop. This is a great technique but more importantly, nothing is hidden and when you share something with someone they appreciate the fact that you confided with them.<\/p>\n

Say no<\/strong> \u2013 Wasn\u2019t this about making the customer happy? Well, over the years I\u2019ve learned that there are some things out there that go far beyond the technical capabilities of technology. Also, remember that you have deadlines to keep up. I\u2019ve been in several meetings where people ask for something right in the middle of the project. While the temptation to laugh is there it\u2019s probably best to explain that it can\u2019t be done within the timeframe.<\/p>\n

Put yourself in their shoes <\/strong>\u2013Think about how you’d like to be told about a project status.\u00a0 What are the key elements you’d bring up?<\/p>\n

The underlying clue to customer satisfaction is effective communication.<\/p>\n","protected":false},"excerpt":{"rendered":"

There\u2019s a formula to help define success in any project. Do Customer Expectations = Final Outcome. This is the easiest way to figure out of any of your events or projects came out with a positive outcome. Let\u2019s face it, we can\u2019t please everyone. While this is true, I think it\u2019s possible to manage the […]<\/p>\n","protected":false},"author":1,"featured_media":849,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tdm_status":"","tdm_grid_status":"","footnotes":""},"categories":[72,5],"tags":[148],"class_list":["post-848","post","type-post","status-publish","format-standard","has-post-thumbnail","category-leadership","category-projects","tag-customer-expectations"],"yoast_head":"\nManaging Customer Expecations • Edel Alon<\/title>\n<meta name=\"description\" content=\"Hello, we have well thought out reading topics on technology, leadership, project management, food, weddings, and tools to help your daily life. 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