Sales Octane #77

Client Service

Your client's expectation is determined by past experiences and their prediction about future experiences.  Of course this is a directly drawn from interaction with either your business or the preceding situation.   Also public information, expert opinions, and the neighborhood "bunko" group.

These experiences create a sphere of future expectations for results, reliability and requirements, which within this MATRIX the future of your service will be predetermined by the client.

This MATRIX establishes a measuring tool and the foundation for the perception that your client has input into their need. 

Now comes the reverse discernment with this MATRIX.  The Higher the Expectation, the Lower the Satisfaction.

This is the opening, the gap, the void in the opportunity. 

This is where a level of study in the MATRIX and the attributes important to the client should be defined and reversed again.  These elements are the basis of your basis of influencing client satisfaction.

Ok, where am I going?  It is simple.

Market, promote, sponsor, advance, and sell the Higher Expectation and Deliver!  Businesses will make a small attempt at this but they fail when they try to "do the deed".  So they fall back into mediocrity. 

I have heard many times, "their expectations are way too high."  "I just can't perform".   "I glad they went somewhere else."

This niche runs in groups and they are quick to point out deficiencies, but they are loyal and go out of their way to recommend.  Referrals are an important part of their character.  They do run with a crowd and people do seek their opinion.

Now flip this MATRIX over and change the mantra of under promise and over deliver to over promise and keep it.  Especially when the Expectation is High!

Maverick Rules!