انتظارات صادقانه رضایت مشتری را به همراه دارد

For the last few years I've worked in high-stress startup technology environments. Two issues that really grind on a startup are the lack of realistic expectations in the marketing and sales process as well as the drive for new features needed for prospects. The combination of these two hazards can cripple your company if you don't balance them against making progress with the مشتریانی که قبلاً به شما اعتماد کرده اند.

رضایت از ویژگی

Pushing feature after feature to chase the next prospect while expectations are missed on your current client base is a dangerous game. I've observed it in several companies and have never seen it actually work to take a startup to the next level.

It's a combination of satisfaction and progressive feature releases that will build your business wisely. You must move the bar in both directions to succeed.

در اینجا برخی از افکار اضافی وجود دارد:

  1. If you are understaffed and growing quickly, wasting hours and hours to placate upset customers where expectations weren't set accurately will slow you down, if not stop you.
  2. اگر ویژگی های شما کم است ، صداقت ، دید ، رهبری و پرسنل موجود در شرکت خود را بفروشید. افراد بزرگ می توانند هر اتفاقی را رقم بزنند.
  3. Don't promise features before you have them. It's okay to speak to your backlog, but providing solid dates of delivery in the sales process are promises that you'll be held to.
  4. اگر وابستگی به مشتری وجود دارد ، آنها را به طور م communicateثر برقرار کنید و اطمینان حاصل کنید که مشتریان پیامدهای عدم رعایت مسئولیت های خود را در روند فروش و اجرا درک می کنند.
  5. جای خطا بگذارید. تأخیر اتفاق خواهد افتاد ، اشتباهات رخ خواهد داد ، اشکالات سر زشت خود را بالا خواهند برد. اطمینان حاصل کنید که جدول زمانی شما همه موارد بالا را مجاز می داند.
  6. Don't let your clients define your schedule, else you're taking responsibility when you're late. It's better to get it done and get it done right than to get it done right late or wrong early.
  7. Discipline your sales staff and have them take responsibility for false expectations set. Don't hand the problem down the production line. It's not fair for someone else to fulfill a flawed promise.
  8. Tame your marketing material. It's great to expand your marketing vocabulary, but don't promise products, features, releases, timelines, or service that you are not able to realistically fulfill.
  9. Notify the client immediately when the project is off plan. It's essential that a client know the reality of what's happening. Many times, clients find out at the deadline that they aren't going to make it. Like a trail of dominoes, this can destroy several plans downstream that your company isn't aware of.

5 نظرات

  1. 1

    نمی توانم بیشتر توافق کنم ، داگلاس. پست شما با حمایت Szymanski و Henard پشتیبانی می شود كه مقاله ای را در سال 2001 منتشر كردند و نشان داد كه در بعضی موارد انتظاراتی كه مشتری دارد در تعیین رضایت او از اهمیت بیشتری برخوردار است!

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