Sometimes it takes losing what you have to move forward in what you want.
Everyday, we make decisions knowing some will have a negative outcome. When something needs to be said, but you’re uncertain whether you should say it, package your thoughts as best you can and say it!
Many people appreciate the truth, even if it isn’t pretty. Some will respect you, others will dismiss you, but in the end you’ll be true to yourself.
You add value to others when you bring something to the table they don’t have. Despite your attempts, sometimes they aren’t in a position to accept your viewpoint.
I pride myself on being able to solve problems. Before moving forward to solve the problem, you need to empathize with the person. With many problems, frustration has been brewing. If you present a solution without hearing them out, you haven’t solved their problem. You’re left with a great solution to a problem, but an unhappy person.
Every single day my team and I solve problems. That’s what we do. We’re great at solving problems. The challenge is, many of our clients aren’t expecting to encounter problems. Some are expecting a flawless experience. This is our problem because we didn’t set correct expectations.
How do you go about changing existing client expectations? It’s challenging. There’s a good chance that you’ll lose them in the process. They’re familiar with your current level of service. Once their expectations are established, you need a great catalyst to improve them.
Below are a few methods to effectively change client expectations;
- Roll out new pricing packages – update service offerings (by lowering, revising, or even increasing prices) you have an opportunity to change your perceived value.
- Set defined SLA’s with your team and make processes to execute and monitor. Notify your clients of new SLA’s and be open to feedback.
- Changing your service to exceed your perceived expectations. For example, if you tell clients you’ll get back to them within 2 hours of inquiry, get back to them in 1 hour.