BREAK FREE of Unrealistic Client Expectations

Over the weekend, I was reading some articles on the expectations of today’s consumer... and it made me so frustrated! (to be honest… it pissed me off!)

The articles discussed investing in technology to fulfill unreasonable expectations, which consequently adds to sacrificing personal life to cater to the demands of entitled and overly pampered consumers.

Here are a couple of highlights from some of the articles:

1. 82% of consumers expect an immediate response to sales or marketing questions.
2. 45 Seconds: this is the average amount of time the average consumer stays on a website
3. 69.99% - this is the average number of online carts that are abandoned – why you ask?

• Extra costs: Shipping, taxes, and fees
• Being forced to create an account = 34% of respondents
• Long page load times: 57% of shoppers will abandon if they have to wait three seconds for a page to load

3… yes, 3 seconds!! If they have to wait longer than 3 seconds… “I’m outta here!”

Ok, deep breath… 3 seconds… sheesh!

It reminded me of the old saying:

Don’t get me wrong, I am 100% in favor of establishing a high-quality client experience for your target market. What I cannot and will not support is the expectation that we need to bend over backward and give up our entire lives for the sake of commerce! (Sidebar: if you have a high-commodity, lower-pricepoint product, investing in technology is a benefit – this article is for everyone else. ??)

Instead, we can establish realistic expectations with our clients. And if we lose a few because we didn’t respond in 1.2 seconds, providing a discount for our lack of communication and hand-deliver a Venti Pumpkin Spice Latte with Eight Shots of Espresso just to keep them as a customer… so be it!

Remember: not everyone is your ideal client.

There are ways to keep customers happy and still make little Susie’s soccer game. Here are a few tips on how to make that happen:

1. Start on the Right Foot:

From the outset, be transparent about what you can realistically deliver within the agreed-upon timeframe and budget. Encourage open dialogue and address any concerns or questions the client may have promptly.

2. Know Their Goals:

Take the time to fully understand the client's objectives, priorities, and constraints. This will allow you to tailor your approach and set expectations that align with their specific needs and goals.

3. Stay Ahead of Concerns:

Proactively manage expectations throughout the duration of the project by providing regular updates on progress, milestones achieved, and any deviations from the original plan. Address any issues or setbacks as soon as they arise and work collaboratively with the client to find solutions.

4. Be Honest About Limitations:

It's important to be honest about your capabilities and limitations. If certain aspects of the project are beyond your expertise or capacity, don't hesitate to communicate this to the client and find an outside resource to fill the gap.

I saved the best for last:

5. Under-promise and Overdeliver:

Look for opportunities to go above and beyond to surprise and delight your clients. Whether it's delivering ahead of schedule, providing additional value-added services, or offering exceptional customer support, these efforts can leave a lasting impression and foster client loyalty.

I understand that this does not apply to all products/services and/or industries. Yet, most businesses can use these tips to create excellent client experiences and still foster brand loyalty. People buy from people, so be authentic, be honest, and be the resource they need for their business. You can do this and establish win-win expectations for you and the client.

In the meantime, be sure to check out The Rebel Girl’s Guide to Marketing podcast on the Customer’s Journey talking about how the story is yours, yet the journey is theirs: CLICK HERE for this episode on Spotify.

Until next time... cheers!

(I am getting off my soap box now.)

#rebelmindset #customerexpectations #CX #marektingstrategies

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