Customer Service Fundamentals Part IV - Managing Expectations
I have previously written about our first three Customer Service Fundamentals - the posts can be found here.
Today I'm writing about our fourth customer service fundamental:
Understand, Manage, and Where Possible, Exceed Expectations.
I started writing this about a week ago and came up with a decent enough, though somewhat plain, and fairly predictable entry. Since I knew what I had written didn't fully capture the essence of how we truly go above & beyond for our customers, I decided to ask everyone at DMC for ways that we follow this customer service fundamental.
Below are just some of the dozens of responses I received:
- When making decisions we constantly ask ourselves “What’s best for the customer?”
- We don’t assume. We take the time to ask the customer what they want
- We think beyond the current specifications to design systems are flexible, expandable, and modular
- Our vast history/diversity of projects and clients gives us foresight and allows us to be one step ahead where possible
- Open communication and a community of support and willingness to pitch in all helps to make sure that an engineer will always be available.
- By building rapport and relationships with each individual client our solutions can be custom tailored to their specific individual needs.
- Exceeding expectations is embodied partially by our “if it is within reason, make it happen” statement.
- Communicate to the customer with the appropriate frequency and level of detail. This varies from customer to customer based on what they want
- We work within our expertise to deliver what the customer needs and expect. We do not try sell our customers on what they do not need.
- Sounds cliché, but go the extra mile. Get on the floor and finish that wiring job for the guy. On the way to the hotel, stop at Walmart and get a longer network cable for them. Make things as easy for them as possible. FedEX a CD if the internet just won’t work for him today. All that difficult, risky stuff identified before and within the proposal… just make it happen.
If there are any red flags that can hinder a project, we attack them first and make customers aware of it.
We make a point of openly receiving any constructive/reasonable criticism from customers, taking their comments seriously, and actively identifying what improvements can be made - we directly seek out such criticism when asking "what could have made us a <given score + 1>" during Ultimate Questions. Thus, if we ever don't fully meet expectations, we make sure we accurately understand why so we can meet/exceed them in the future.
The common thread here is open and continuous communication.
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