Exceeding customers' expectations: Why it matters now more than ever

Repeat customers, satisfied word-of-mouth advocates, and rave internet critiques can all result from attentive care. However, what exactly does it take to deliver excellent customer service, and why does it matter now more than ever for your practice or firm?

You may be surprised to learn that it's not enough to merely fulfil client expectations; rather, success requires going above and beyond to fulfil their desires. As such, modern businesses need to make extra efforts to distinguish themselves from the competition.

According to a recent survey by Genesys, 69% of Australian consumers highly value positive customer service experiences, and think that a company is only as good as the experience it can provide.

Communicate to Connect

It is crucial for companies to have accounting advisers that can read their clients’ thoughts, build genuine relationships with them, and demonstrate empathy for their problems.

When a firm expands, it might be harder to continue providing the same level of service to a growing base of customers. Constantly aiming to exceed expectations is one way to keep them in check.

Go Above and Beyond

Satisfied consumers are what keeps businesses going, and when you go above and beyond for customers, you forge a bond with them on an emotional level that is difficult to sever. That's the kind of personal investment that will have them returning time and time again.

Customers today have more options than ever before; if they are unhappy with your service, they will go somewhere else, and if the experience was particularly bad, they may take it upon themselves to publicly criticise your business online, which can have a detrimental impact on your brand's reputation.

As a professional service adviser, having clients that are willing to speak highly of their customer service experience is crucial to developing client bases and generating revenue.

What are some ways to exceed customer expectations?

Going the extra mile for your customers doesn’t always require a huge investment on your part.

• Identify with the customer. Learn as much as possible about your clients, and what they require. That way, you can satisfy their needs before they ever realise they have them.
• Put in extra effort. Go out of your way to assist them with a challenging problem.
• React quickly. Always get back to customers quickly when they contact you; they will appreciate the effort.
• Remember your word. Don't just make empty promises; follow through on what you claim you'll do. It's a certain way to earn your consumers' trust, and keep them coming back for more.

What to do if customer expectations are too high?

Keeping clients satisfied can be difficult if they have high expectations. But have no fear; there are measures you may do to moderate their expectations and maintain satisfaction.

First, start by making sure their expectations are reasonable. Overpromising and underdelivering will only lead to frustration for both parties. You should specify what is and is not included in the services you offer, and you should communicate any problems or delays up front.

Second, maintain regular contact with your clientele. Communicate any necessary adjustments or issues as soon as possible. They'll be more at ease and less prone to react negatively to changes if they're kept informed.

How do you stay ahead of the competition?

Always strive to improve the quality of the service you provide. Although it may seem obvious, always keep in mind that your clients have other alternatives. If they are unhappy with your service, they will swiftly look elsewhere.

Maintain competitive pricing in the market. If your prices are too high, you'll lose customers, and if they're too cheap, people will associate you with bargains.

Make sure your services are being advertised well. Show your clients what sets you apart from the competition.

Keep up with the latest developments in your field. If you don't try new things, you'll never improve.

Always search for ways to better your services and be ready to make quick adjustments if necessary.

How can you tell if a client is happy with your service?

In the service industry, customer satisfaction is crucial. Customers who pay on time may still be dissatisfied, so how can you know if they are happy?

For example, you might notice some of the following:

Customers that return to you again and again are obviously pleased with the work you've done for them.

Because they believe in your capacity to provide them with a positive experience, they are willing to recommend you to their friends and family.

If a customer takes the time to provide favourable feedback, it's a good sign that they were satisfied with the service they received.

They are happy with your service if they respond quickly to your messages and seem satisfied with the results of your efforts.

If you're still hesitant, you can either ask the client personally if they're satisfied with your service and how things are going, or you may send a short survey to all of your clients to get the data you need.

Ahhhh finding that client sweet spot!

We all strive to locate the optimal point at which our services can best meet the needs of our customers. But where can we look for it? The question is how we can tell if we are meeting expectations and not over- or under-delivering.

There is no simple solution but keeping a few things in mind will help you zero in on your clients' ideal situation.

First, prioritise the needs of your customers first and foremost. What do they need and what's the most effective strategy for getting that to them?

The second piece of advice is to consider what premium services you can provide. Your customers may not care about having the latest and greatest features, but they will value your consistent and dependable service.

Third, keep your focus narrow; you need to be able to keep your business going in the long run.

Trust your instincts

The customer is always right, as the adage goes. The answer to this topic has been hotly contested for centuries, but one cannot always put the needs of the client first. The facts are that they aren't always right, and if you cave into their demands to appease them, your firm will stagnate.

There is no formula for determining when to cave in and when to hold firm but in most cases, it's best to trust your instincts,   and make decisions based on what is in the best interest of the client and your company.