I’m all Smiley Face
Who’s all Frowny Face?
DATELINE: BRISBANE, AUSTRALIA
Yesterday I ran a team workshop for a new client – a real estate agency in Sydney, Australia. In many ways it’s a great time to be a real estate investor in Australia, but a common theme from the property management team was stressed and angry landlords.
“How do we deal with their stress?” was an Agenda item for the workshop.
A rookie coach might have seen that as a Communication training exercise, but whenever I hear about unhappy clients I immediately think:
- Somewhere, there is an Expectations mismatch
- If we can resolve that, we can prevent the stress in the first place.
By the end of the workshop the team had identified 3 key expectations which they had assumed but never told their clients: ‘Email response times’ (24 hours not 2 hours), ‘payment schedules’ (the 15th and EOM not weekly) and ‘this is our documented arrears collection process’.
While some people will always choose to be a victim at effect of their own choices, having aligned Expectations prevents unnecessary frustration and fails.
And this then forms the relationship base – as we can see in this week’s episode – to then exceed Expectations and truly create the WOW for your customers.
Blackboard Fridays Episode #51 – How to Create the WOW for your Customers
Basil Fawlty taught us that hotels run much more smoothly without guests.
He wasn’t wrong … and he wasn’t profitable either. Your customers are the lifeblood of your business, yet it’s common for more customers to be disappointed than delighted.
We’re all guilty of this from time to time. If we could more rapidly shift those clients from FAIL to WOW then our businesses (and their lives) would be better for it.
In this week’s episode, discover:
- Why exceeding expectations sets us up for failure
- Who to blame when that happens (Hint: it’s the customer)
- The common mistake made trying to fix the problem
And learn the simple ‘Expectations’ framework to help you more consistently deliver a ‘Meet-Wow’ experience with your customers. No more Frowny Faces please…
Watch this week’s video or read the summary article here.
With love,
Jacob Aldridge
International Business Advisor
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