managing customer expectations
TRANSCRIPT
MANAGING CUSTOMER EXPECTATIONS
SHANNON DUPLESSIS, STRATEGIC ENGAGEMENT MANAGER
A LITTLE ABOUT MEProfessional Stats
10+ years in State Government IT5+ years with SparkhoundPMP Certified
Personal InterestsI used to be a runner…primarily half marathonsNow, I coach middle school track and co-host my own event, “Run, Drink, Repeat!”I do volunteer work throughout the community
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AGENDAWhat are Customer Expectations … and Why You Should Manage Them
Tips for Managing Expectations
The Customer Expectation Management Process
What To Do When Things Go Wrong: Two Communication Techniques
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WHAT ARECUSTOMER EXPECTATIONS
AND WHY YOU SHOULD MANAGE THEM?
DEFINITIONS OF RELATED TERMSCustomer Expectations - the total perceived benefits a customer expects from a company's product or service
Customer Service – the process of ensuring customer satisfaction
Customer Satisfaction – a measure of how products or services meet or surpass customer expectation
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Expectation + Service = Satisfaction
WHY IT’S IMPORTANT TO MANAGE
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High customer satisfaction
Improved customer loyalty
Increased sales
Additional client referrals
CUSTOMER EXPECTATION MANAGEMENT PROCESS
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Identify Stakeholders
Identify Expectations
Define Expectations
Prioritize Expectations
Define KPIs
IDENTIFY STAKEHOLDERSThere are several types of Stakeholders. ALL need to be considered
Primary – directly affected by projectSecondary – indirectly affected by projectKey - may belong to either or neither of the first two groups. Can have a positive or negative effect on an effort, or who are important within or to an organization, agency, or institution engaged in an effort.
Create a stakeholder roster to capture their level of impact and their needs
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IDENTIFY STAKEHOLDERS
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IDENTIFY EXPECTATIONSEvery stakeholder has perceived expectations when going into a business relationship
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DEFINE EXPECTATIONS
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Excellent customer service and high customer satisfaction must start with understanding customer expectations
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Source: Project Management Tree Swing
PRIORITIZE EXPECTATIONSCustomer expectations can have two levels
Desired - the level of service the customer hopes to obtain Sufficient - the service level which the customer finds acceptable
Expectation prioritization should be communicated to the entire project team including the client stakeholders
Expectations are at the center of the Project Management Diamond
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OUR METHOD FOR IDENTIFYING & PRIORITIZING EXPECTATIONSSparkhound Assessment Model (SAM)
A proven methodology to align IT with Business Unit goals and objectivesKey stakeholders needs are addressed from Business Unit and DepartmentsKey performance indicators are identified to measure success Key information and process workflows are identified to streamline operationsAddresses People, Process & Technology for improved efficiencyDefines information requirements of each stakeholder
Why SAM?Reduce the risk of “missing the target” by providing a stronger understanding of the clients business challenges and creating solutions that align with organizational needs Provide a clear road map to show “as is” and “to be” vision Ensure the investment in IT is optimized to meet client requirements and avoid poor implementations
DEFINE KPI’S
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“That which is measured is managed.”- Shannon’s version of Pearson’s Law
TIPS FOR MANAGING EXPECTATIONS
HonestyCommunicationConsistencyRelationship BuildingReporting
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HONESTY
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Make promises that are realistic and achievable
Under promise/over deliver in order to maintain control of expectations
It is important that you understand how to say NO to the customer
Your customer will feel as if the business goes above and beyond for them rather than feeling like a promise has come up short
COMMUNICATION
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Be proactive and consistent in your communication
Be readily available to your customers
Plan communication and let the customer know the plan
Reiterate expectations back to the customer for validation
CONSISTENCY
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In all aspects of the customer relationship:CommunicationReportingService
Builds trust
Promotes a long-lasting relationship
A lack of consistency can cause confusion
RELATIONSHIP BUILDING
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Relationships are important.
Customers want ongoing, personalized relationships with the familiar representatives from the company.
You should try to understand the ins and outs of the customer. Know their values. Know not only WHAT they are buying but WHY they are buying it.
REPORTING
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Reports give the client a clear understanding of work that was done over the course of the reporting period and what is planned for the coming period.
Reporting does not have to be very long or complicated.
Consistency and clear communication is key to reporting.
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WHAT TO DO WHEN THINGS GO WRONG
WHAT TO DO WHEN THINGS GO WRONG?
Admit it. Immediately. Bad news is not like fine wine … it does not get better with time.
Have an action plan. Let the customer know that you have a plan to put things back on track. This shows initiative and an investment in the success of the project and the relationship.
Reset expectations.
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COMMUNICATION: FEEL, FELT & FOUND
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It is a technique of validating, relating and solving a problem so that you overcome an objection
Feel - “I understand how you feel.” This wording lets a customer know that you heard him or her and can relate.
Felt - “I/Other people have felt that way.” You are letting the customer know that this initial thought is common, meaning that the situation can change.
Found - “What they/I found, however, was that after doing ‘X’ was that ‘Y” happened.
THE BAD NEWS SANDWICH
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MY CONTACT INFOShannon Duplessis
LinkedIn/shannonduplessis
(225) 603-1063
