Meeting expectations means understanding what your customer really wants

Everybody has been there. The salesman that is happy to sell you something that completely matches your expectations until the product has been delivered. You have asked all the right questions and he has given you all the right answers. He understood where you were coming from and you felt he had the perfect solution for you. However, when the product arrives, it turns out that your expectations and the products’ properties cannot match up. And you feel you have been had. When you call the salesman he feels he has been had as well, as he was sure he answered your questions with all his knowledge and honesty.

Reality often is that the salesman might actually have done a great job. However, there have been aspects of the product that he was not told about, or that he did not consider to be very important in your conversation. This problem often does not originate with the salesman, but all the way up at product development and sales management. Don’t be that company. Make sure that you know what it is your customers are really looking for. Find out the questions they might have and how you should be answering them to satisfy their needs. If that means changing your product, do it. Make sure you live up to your promise. Do not force your customer in a position where he is tied to a product that he feels is inferior because his and your definitions were not the same. As an easy example, unlimited means just that to a consumer where your company might call it unlimited if it is unlimited on one of the 6 aspects of the product.

Don’t be that company because your customers are worth more than that.

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