Let’s go back to that last positive experience. Think about the interaction that took place between you and the other person. Ask yourself, “How did they know to do or say what they did or provide what they did?” Do they have some secret formula or trick they use? Do they spend hundreds or thousands of dollars on customer service training? Can they read minds?
If this were a multiple choice test it would be D: None of the above. What is really going on is they took the time to understand what your expectations are and then did everything they could to meet or exceed them. So, how do they do that? Simple, they ask questions. When talking with a new account one such question might be, “How often would you like to me contact you?” another might be, “What is your preferred method of communication, phone, email, in person?”
What you are doing is uncovering your accounts expectation regarding your direct interaction with them. Knowing this you can meet or exceed their expectations every time. Good sales people will use this same technique to uncover expectations on product performance, method and timing of shipments, billing, you name it. So you see meting your customers’ expectation is really quite simple. You may not always be able to, but when you can’t you will be in a position to clearly explain this to them upfront and thus greatly lessen the impact while demonstrating your insight an empathy for their needs and wants.