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How can you manage customer expectations in your practice?

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Managing customer expectations is a key skill for any practice, as it can affect your reputation, retention, and revenue. Customers expect to receive quality service, timely communication, and value for money from you and your team. However, sometimes their expectations may not match the reality of your practice, or they may change over time. How can you manage customer expectations in your practice without compromising your standards or losing your customers? Here are some tips to help you.

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Lisa Landvogt

Manager of Universal Exploration

1 Understand your customers

The first step to managing customer expectations is to understand who your customers are, what they need, and what they want from your practice. You can do this by conducting market research, asking for feedback, creating customer personas, and segmenting your customer base. By understanding your customers, you can tailor your service, communication, and marketing to their preferences, needs, and goals.

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Lisa Landvogt

Manager of Universal Exploration
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In my experience get to know exactly who your customers are as an individual and as a client of your services. Communicate with them using their preferred method

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2 Set clear expectations

The second step to managing customer expectations is to set clear and realistic expectations from the start. You can do this by defining your scope of work, deliverables, timelines, costs, and terms and conditions. You can also communicate your value proposition, your competitive advantage, and your unique selling points. By setting clear expectations, you can avoid misunderstandings, disputes, and dissatisfaction later on.

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John Blake

Helping change how law firms work.
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In my experience expectations vary greatly depending on the client. For individual clients they come in with very little knowledge of what to expect so it is important to set out what will happen with their matter. What communication can be expected, timeframes involved etc. are areas that often get overlooked or not fully communicated. With larger clients it is a very different picture. Many have outside counsel guidelines that need to be read through and negotiated. Once that is done it is importnat to let each department in the firm know what has been agreed to and how to comply. This is especially important for the billing rules and attorney narratives.

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3 Communicate effectively

The third step to managing customer expectations is to communicate effectively and consistently with your customers throughout the service delivery process. You can do this by using multiple channels, such as phone, email, text, or social media, and choosing the most appropriate one for each situation. You can also provide updates, confirmations, reminders, and follow-ups to keep your customers informed and engaged. By communicating effectively, you can build trust, rapport, and loyalty with your customers.

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4 Deliver on your promises

The fourth step to managing customer expectations is to deliver on your promises and meet or exceed your customers' expectations. You can do this by ensuring that your service is of high quality, timely, and within budget. You can also add value, go the extra mile, and exceed your customers' expectations by providing exceptional service, solving problems, or offering incentives. By delivering on your promises, you can increase customer satisfaction, retention, and referrals.

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Lisa Landvogt

Manager of Universal Exploration
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I agree that you do not want to over promise and under deliver on any service you offer. Your words mean something to the client. Building a trust between you and them can sustain a client for a lifetime

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5 Handle complaints professionally

The fifth step to managing customer expectations is to handle complaints professionally and promptly. You can do this by listening to your customers' concerns, acknowledging their feelings, apologizing sincerely, and offering a solution. You can also ask for feedback, learn from your mistakes, and improve your service. By handling complaints professionally, you can resolve issues, restore trust, and retain customers.

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6 Adapt to changes

The sixth step to managing customer expectations is to adapt to changes in your customers' needs, wants, or circumstances. You can do this by monitoring your customers' behavior, feedback, and satisfaction. You can also anticipate their needs, offer new or improved services, or adjust your pricing or policies. By adapting to changes, you can stay relevant, competitive, and responsive to your customers.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you manage customer expectations in your practice?

1

2

3

4

5

6

7

1 Understand your customers

2 Set clear expectations

3 Communicate effectively

4 Deliver on your promises

5 Handle complaints professionally

6 Adapt to changes

7 Here’s what else to consider

Practice Management

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How can you manage customer expectations in your practice?

1

2

3

4

5

6

7

1 Understand your customers

2 Set clear expectations

3 Communicate effectively

4 Deliver on your promises

5 Handle complaints professionally

6 Adapt to changes

7 Here’s what else to consider

Practice Management

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感谢您的反馈

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