076 - Managing Customer Expectations
Do you have clients that are dissatisfied no matter what you do? We have the perfect solution: an expectation document. This document outlines what your customers can expect from you and what you can expect from them. Listen today to learn how to master your communication skills, avoid overpromising, and leave your clients feeling 100% thrilled with your work!
Show Notes
The dangers of overpromising. (2:51)
What is an expectation document? (4:12)
The importance of communication. (7:30)
How to brainstorm and draft your first expectation document. (8:02)
How to present the expectation document to your customer. (8:32)
Quotable Moments
“It seems like customers always want things beyond the original scope of work. If I keep on giving in, we'll work the rest of our lives for free. If I refuse, they'll just trash our reputation, which they’ll probably do anyway.” (1:34)
“So it's fair to say that you have a good idea of what to expect in these projects and your clients don't have a clue.” (2:41)
“90% of the problems with customer relationships are due to poor communication and the other 10% include communication as a factor.” (7:32)
“The quality of your communications is the result you get.” (11:04)
Resources
Read more about managing customer expectations on my website.
Check us out on Youtube
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Have questions? Email us!
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