Exceeding Customer
     Expectations

Painting & Decorating Contractors of
America Annual Conference

Kim Proctor
Customer...
Must exceed expectations

     No longer good enough to satisfy a
      customer or meet their expectations.

Meet custom...
Must exceed expectations



Exceed customer       • Repeat business
  expectations    =   • Referrals
Exceeding expectations

  LL Bean
  JetBlue Airways
  Amazon.com
  Target
  Apple
  Trader Joes
  Costco
What does it take?

1.   Understand customer expectations
2.   Emphasis on service & exceeding
     expectations with staf...
The best company=

    Craftsmanship



       Service
What it sounds like
“We are committed to quality
workmanship, courteous customer
service and beautiful, lasting
results. A...
What does it take?

   Understand customer expectations
   Emphasis on service & exceeding
    expectations with staff
...
General expectations

 Remember me
 Communicate with me
 Work with me
 Make my life easier
 Don’t overpromise
 Be ho...
General expectations

   Communication
     Speed, clarity, get them accurate
      information and answers.
     Respo...
Understand expectations

   What do your customers expect?
How can we be sure?

   What do your customers really want?
    How can you be sure?
     Call most recent customers
   ...
Exceed Expectations
   What would exceed expectations?
What does it take?

   Understand customer expectations
   Emphasis on service & exceeding
    expectations with staff
...
Build this into your company

Train & reinforce:
 Regularly tell your employees what
   you expect
 Share success storie...
Connections

        Customers

        Employees

       Management
What is required from you

   Gather & share information
     Of expectations
     Of progress
     Of areas for impro...
What does it take?

   Understand customer expectations
   Emphasis on service & exceeding
    expectations with staff
...
Measure effectiveness

   How do you know if you exceed
    expectations?




      Ask your customers
How to measure

ALL THREE:
 Conversations with customers
       During and after the job
 Surveys – email, paper
 Goog...
To help you….


Books:
 Hug Your Customers
 First, Break All the Rules
Contact information

 Kim Proctor
 Customers That Click
 www.CustomersThatClick.com/contact
 Blog:
 www.KimProctor.com
 Tw...
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How to Build Repeat Business & Referrals

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Ideas of how to exceed customer expectations and grow repeat business and referrals.

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How to Build Repeat Business & Referrals

  1. 1. Exceeding Customer Expectations Painting & Decorating Contractors of America Annual Conference Kim Proctor Customers That Click
  2. 2. Must exceed expectations  No longer good enough to satisfy a customer or meet their expectations. Meet customer Loyalty expectations ≠
  3. 3. Must exceed expectations Exceed customer • Repeat business expectations = • Referrals
  4. 4. Exceeding expectations  LL Bean  JetBlue Airways  Amazon.com  Target  Apple  Trader Joes  Costco
  5. 5. What does it take? 1. Understand customer expectations 2. Emphasis on service & exceeding expectations with staff 3. Train staff & continually reinforce 4. Measuring results and making adjustments
  6. 6. The best company= Craftsmanship Service
  7. 7. What it sounds like “We are committed to quality workmanship, courteous customer service and beautiful, lasting results. At Catchlight, our goal is to exceed all your expectations.” From www.catchlightpainting.com
  8. 8. What does it take?  Understand customer expectations  Emphasis on service & exceeding expectations with staff  Train staff & continually reinforce  Measuring results and making adjustments
  9. 9. General expectations  Remember me  Communicate with me  Work with me  Make my life easier  Don’t overpromise  Be honest
  10. 10. General expectations  Communication  Speed, clarity, get them accurate information and answers.  Response time – same day is ideal.  Keep it positive, useful and valuable to them, don’t waste their time.  Watch tone and treatment.
  11. 11. Understand expectations  What do your customers expect?
  12. 12. How can we be sure?  What do your customers really want? How can you be sure?  Call most recent customers  Call your top customers  New customers – ask them what they want and expect
  13. 13. Exceed Expectations  What would exceed expectations?
  14. 14. What does it take?  Understand customer expectations  Emphasis on service & exceeding expectations with staff  Train staff & continually reinforce  Measuring results and making adjustments
  15. 15. Build this into your company Train & reinforce:  Regularly tell your employees what you expect  Share success stories  Reward those who “get it”  Let go of those who don’t (employees or contractors) – they are hurting your business
  16. 16. Connections Customers Employees Management
  17. 17. What is required from you  Gather & share information  Of expectations  Of progress  Of areas for improvement  Constant reinforcement  Commitment to the all the above
  18. 18. What does it take?  Understand customer expectations  Emphasis on service & exceeding expectations with staff  Train staff & continually reinforce  Measuring results and making adjustments
  19. 19. Measure effectiveness  How do you know if you exceed expectations? Ask your customers
  20. 20. How to measure ALL THREE:  Conversations with customers  During and after the job  Surveys – email, paper  Google your company name
  21. 21. To help you…. Books:  Hug Your Customers  First, Break All the Rules
  22. 22. Contact information Kim Proctor Customers That Click www.CustomersThatClick.com/contact Blog: www.KimProctor.com Twitter: www.Twitter.com/retaincustomers
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