KEY EXPECTATIONS THAT DRIVE CUSTOMER SATISFACTION

There are some expectation that customers or potential customers look out for before patronizing you or returning to patronize you, regardless of the kind of business you are into, these expectations are applicable:

1.     Reliability: This means doing what you said you will do, when you said you will do it and how you said you will do it. You should under-promise and over-deliver.

2.     Competency: Ability to have confidence and trust and being knowledgeable about the product or services you offer.

3.     Empathy: It is imaging what it is like being in the shoes of the person patronizing you.

4.     Responsiveness: Provide customer with prompt service; do not keep your customers waiting.

5.     Flexibility: To recognize the individuality of a customer and respond to them accordingly.

6.     Professionalism: It helps you to create a good first impression.

Customer complaints should not be something every business owner should shy aware from, customer complaints as a matter of fact should be welcomed as it does three things to the business: 1. It improves your business 2. It improves your processes 3. It improves your policies.

What is a Service Delivery Gap (SDG)

Service Delivery Gap occurs when customer’s expectations do not match the actual delivery of a product or services. After this gap the relationship between the customer and the business needs to be restored, and this can be done by:

1.     Thanking the Customer  

2.     Telling the customer what you will do to avoid reoccurrence

3.     Offering compensation/restitution

4.     Follow up with the customer.

As a business owner, customer retention should be paramount to you, as it is a key to your business growth and the overall wellbeing of the business.

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