How do you make sure you meet a customer's expectation?

by Ali

How do you make sure you meet a customer's expectation?


Date: November 12th, 2007

Aha, the 45,700 euro question! ;-)

This question has 2 parts:

1) How do you know a customer's expectation?
2) Once you know, how do you meet them?

Let's tackle the first question first.
You can learn about your customers in general by conducting research. You could read up on market studies done by Research companies such as Forrester or Jupiter or Gartner, etc. Or you could conduct your own survey.

To learn the expectations of a specific customer, there is only one way. You listen and you ask. Ok, 2 ways. Being able to listen actively to what a customer is saying is by far the most important customer service skill.

And ask. Too many businesses assume. Many businesses are even started (and much money put into it) on the assumption that there even is a market. Don't make that mistake. Ask the customer what would make them a happy customer. Ask before, ask after. Ask during. And listen!

Now for meeting the expectations
You (ie. the business) can work towards meeting known expectations beforehand or at the time.

Here's what I mean with beforehand. Example: McDonalds customers expect to get their meals quickly. So McDonalds has put a process in place to deliver the food as fast as possible (hence fast food). If they had no process in place, it would be very difficult to do it efficiently at the time.

Meeting expectations of customers at the time, ie. when they have expressed what they want to you, it is all about attitude. Will you go out of your way to try to deliver what they've asked? Will you go out of your way to even OVERdeliver? Or will you just state company policy and brush them off. It's also about the company's attitude. Does your boss give you freedom (even within limits) to pursue the hapiness of customers? Do you take some freedom?

Those are questions I cannot answer. You have to ask that within your company!

At your service,


Comments for How do you make sure you meet a customer's expectation?

Click here to add your own comments

Dec 17, 2009
Honor the Customer at all Times.
by: Anonymous

Old School is Very Hard to find these days at any local department store or Clothing Store. Most of the help at local stores is very (YOUNG) and (VERY) uncaring to the customers needs~ It is so RARE to hear, (Hi), (Thank you), (Come back again very soon), (Thank you so much for shopping here). Most of the time its just a snotty young person who shows little effort to ring you up and take your payment. All store need to bring back the OLD SCHOOL DAYS, but they need someone like (ME) to train the employees the OLD SCHOOL WAY to have this happen. If you are a store owner and want to me to train your help - via (THE OLD SCHOOL WAY), then Email me at ( Thank you /

Jul 27, 2015
As we all are aware NEW
by: Anonymous

As we all are aware, even if we would never admit it, the human being is the nastiest species on this pale blue dot of a planet. In fact, if there is any species that really needs culling, it's the human species. If I needed any reminding of this, all I need to do is take a daily walk to the supermarket, and I'm guaranteed to see, albeit in microcosm, the worst that humanity has to offer.
make your own shirts

Jul 27, 2015
Supermarkets have NEW
by: Anonymous

Supermarkets have developed strategies and tactics how to make us spend more. Fight back with our guide and save hundreds of pounds!
tshirt design

Jul 27, 2015
Today's economy NEW
by: Anonymous

Today's economy has most people looking for ways to save money. For most, grocery shopping trips are a major expense. Supermarkets are minefields of temptation. However, with a little planning, grocery shopping costs can be reduced considerably without sacrificing the quality of food on the dinner table. Here are 5 tips to help you save your hard-earned money at the supermarket.
create tshirts

Click here to add your own comments

Return to Customer Service Questions.