Hey, Marianne here with the Six Figure
Mastermind. Welcome back. Thanks for
tuning in. We're going to talk about what it
takes to set customer expectations and
that's going to make your business run a
whole lot more smoothly. So, stay tuned.
Customer expectations are so vital to
your business because what happens if
you over promise and under deliver?
You're going to lose your customers faster
than anything else. They're not going to
like you. In fact, they'll spread nasty
word about you. So, you definitely want to
avoid that. And here's some very key ways
to maintain and manage and set those
customer expectations. First things first,
under-promise, over-deliver. And you've
heard this before but here's really what
it means. It means you need to create a
baseline of quality for your business
that the customer can expect. And then
when it comes time to deliver on your
product or fulfill on your product, give
them a little bonus. And let them know
giving them a little bonus. Tell them
that it's a thank-you gift. Thank you for
doing business with us. People love to be
positively surprised when their product
or service arrives. And people love to
see you going the extra mile because
that's part of their experience and they
know if they're ever going to need help,
that you will go the extra mile in that
regard as well. Another way to set those
customer expectations is to put
everything in writing. And I've made a
lot of other YouTube videos for you guys
that talks about contracts and putting
correct information in the contracts and
making sure you fulfill on contracts.
Those contracts are going to be
essential. And this is what I mean by
putting those customer expectations and
product vendor expectations in writing.
Your customer need to know what is
expected of them and they need to know
what they can expect from you. And it
needs to be written down.
That's why on most, even retail receipts
today. You will see return policies on
receipts. So, that everything is in
writing. That protects you and that
protects your customer. You know ,there's
transaction terms and conditions. I swear,
everyone has terms and conditions these
days and nobody reads them, okay? Be the
kind of person that reads them and that
formulates them and even walks your
customer through them before the end of
the transaction. So, if your customers
having a sale with you and they're
performing this transaction with you.
Outline the customer expectations
basically what's in your contract
verbally in addition
to having them sign it. That multiple
points of clarity is going to reassure
your customer. And it's going to help
them know that they can count on you to
deliver. Another point is to make sure
your customers know what you do and know
what you don't do. And before your
customers know that, guess who needs to
know that? You do. You've got to know what
your limits in business are. You know,
you've probably heard all the time. Like
I said before, under-promise, over-deliver.
But you can cripple yourself if you do
this wrong. If you over deliver, if you
promise over value, you're going to reach
what's called burnout. And burnout
happens when you are over delivering on
a product to a point it's detrimental to
your business. Either it's costing you
too much in money, it's costing you too
much in time or it's costing you too
much and just mental bandwidth, right?
Especially if you're a solopreneur
and you're running business on your own.
And they're trying to over deliver, over
deliver, over deliver. Guess what your
customers are coming to expect from you?
They're coming to expect over delivery
on your product and if you're not doing
that sustainably, meaning if you can't
handle that kind of workload, make sure
you know when to say I'm done. You
fulfilled on your contract, you did
everything that you said are you going to
do. Maybe you even gave them a little
gift. But that's where it can stop, okay?
As an entrepreneur, sometimes there's the
fear that we have, right? Sometimes
there's the fear that, "Oh, maybe we're not
adding enough value for the price that
we paid." You can let completely go of
that as long as your customer
expectations are clearly lined out for
you and for them. So, don't burn out. Don't
do this backwards.
Don't overcompensate too much because it
is definitely going to cost you. So, thanks
for tuning in today. Make sure you hit
the subscribe button below. For those of
you that want to know what it looks like
to work a lot closer with me in building
your six-figure business, check out the
link in the description and I will tell
you how we can do that together.