The Power of Promises and Expectations in Customer Service

In the bustling world of customer service, promises and expectations form the backbone of the customer experience. Yet, the art of making promises and managing expectations is often misunderstood. Many companies fall into the trap of making grand promises that they can’t always keep, leading to disappointment and dissatisfaction. The true power lies in making realistic promises with the ability to over-deliver. Let’s delve into why this approach transforms customer service from good to exceptional.

The Pitfall of Overpromising

Overpromising and under-delivering is a common pitfall in customer service. Companies, in their eagerness to please, might promise faster delivery times, superior quality, or exceptional service beyond their realistic capabilities. While these promises initially attract customers, failing to meet them can lead to frustration and a loss of trust. Customers remember when their expectations are not met, and this can harm a company’s reputation in the long run.

The Strategy of Underpromising

On the flip side, underpromising and over-delivering can be a powerful strategy. By setting realistic expectations, companies ensure they can meet or exceed what they promise. This approach builds trust and loyalty, as customers are pleasantly surprised when their expectations are surpassed. For instance, if a company promises delivery within five days but delivers in three, customers are likely to feel delighted.

Balancing Act: Realistic Promises

The key to exceptional customer service lies in finding the balance between promises and delivery. Here’s how companies can achieve this:

Assess Capabilities:

Understand and assess what your company can realistically achieve. This includes delivery times, product quality, and service levels.

Set Realistic Expectations:

Communicate these capabilities clearly to customers. It’s better to promise less and deliver more than to promise the moon and fall short.

Consistent Excellence:

Consistency in meeting promises builds trust. When customers know they can rely on your promises, they are more likely to return and recommend your services.

Surprise and Delight:

Find opportunities to exceed expectations. Small gestures, like including a personalised note or offering unexpected discounts, can leave a lasting positive impression.

Real World Examples

Consider the approach of some leading companies:

Amazon: Known for their realistic delivery promises, Amazon often delivers earlier than expected, delighting customers and building trust. They achieve this through robust logistics networks and advanced tracking systems, ensuring that customers are kept informed and their expectations are consistently met or exceeded.

John Lewis: Renowned for its exceptional customer service, John Lewis consistently goes above and beyond to ensure customer satisfaction, often exceeding their initial promises. This is achieved through a customer-first philosophy, generous return policies, and a commitment to resolving issues promptly and effectively.

In customer service, the power of promises and expectations cannot be overstated. By setting realistic promises and consistently over-delivering, companies can build strong, trusting relationships with their customers. This approach not only enhances the customer experience but also fosters loyalty and positive word-of-mouth, ultimately driving long-term success. Remember, it’s not just about making promises; it’s about making the right promises and exceeding them.

Taking Action 

Action Steps to Meet Customer Expectations:

1 - Understand Your Capabilities

• Conduct a thorough assessment of your resources, processes, and capabilities.

• Identify your strengths and areas for improvement to set realistic goals.

2 - Set Clear Expectations

• Clearly communicate what customers can expect from your products or services.

• Use transparent and honest communication to build trust right from the start.

3 - Train Your Team

• Provide comprehensive training to your customer service team.

• Emphasise the importance of understanding and managing customer expectations.

4 - Listen To Your Customers

• Actively seek and listen to customer feedback through surveys, reviews, and direct interactions.

• Use this feedback to refine your services and address any issues promptly.

5 - Monitor Performance

• Regularly track key performance indicators (KPIs) such as delivery times, customer satisfaction scores, and return rates.

• Use data-driven insights to make informed decisions and improvements.

6 - Be Proactive

• Anticipate potential issues and address them before they become problems.

• Keep customers informed about any changes or delays and provide solutions promptly.

7 - Go The Extra Mile

• Look for opportunities to exceed customer expectations with small gestures.

• Examples include personalised thank-you notes, surprise discounts, or faster-than-expected delivery.

8 - Communicate Effectively

• Ensure all customer communications are clear, concise, and professional.

• Keep customers updated throughout their journey with your service.

9 - Empower Your Team

• Empower your customer service team to make decisions and resolve issues quickly.

• Provide them with the tools and authority to take proactive steps in delighting customers.

10 - Reflect and Improve

• Regularly reflect on your performance and seek ways to improve.

• Celebrate successes and learn from any mistakes to continuously enhance the customer experience.

By integrating these action steps into your customer service strategy, you can create a positive and consistent experience that not only meets but often exceeds customer expectations. This approach builds lasting trust and loyalty, ensuring your customers keep coming back.

For those looking to enhance their customer service skills or train their team in other essential leadership and management capabilities, Keyturn are here to help. With a range of training options tailored to your needs, Keyturn can help elevate your customer service skills. To learn more, reach out at 01788 815500 or send an email to enq@keyturn.co.uk. Stay updated with more management and leadership insights by following Keyturn on Instagram.