Meeting our client’s expectation is the only way to sustain our business. No matter how strong your marketing effort and budget is, but in the situation when most of client’s are not happy with our products or services, then that will be the start of business disaster.
In service business, normally we will have agreed “service level agreement (SLA)”. Usually, it’s about our speed to deliver the service, quality of work, and other agreed commitments. By meeting SLA, which formally becomes our client expectation, is the only way we can survive the assignment/job orders, clientship and for sure our collection (receivable/revenue). Happy client will pay our bill on time, give repeat orders,and if we are lucky enough they will spread the good of our service to other potential clients.
On the side, let’s imagine if we fail to meet the SLA. For sure, bills will no be paid, a lot of disputes (can be legal issues as well), not to mention the reputation damaged, especially once the bad news spread fast and uncontrollable.
To make our client happier, in fact to fall in love in our business, then we need to exceed their expectation. The questions, how to make it happened?
To read further about how to exceed our client’s expectation, click this link below
Linkedin.com/Exceed-Our-Client-Expectation
– Taufik Arief, President of People Search International, an executive search company based at Jakarta – Indonesia