Customer expectation is defined as what the customer 'perceives' they hope to receive from a paid service. For example if a customer buys a motor vehicle which advertises on its advertising boards that the car will give a mileage of 50mpg, then the customer perceives that the motor vehicle will perform as promised in its advertisement.
At Etranscriber.net we feel that setting customer expectations correctly from very early on can be beneficial for our customers. And consequently our business.
So here is how we set customer expectations at Etranscriber.net
No Overpromises & No Overselling
If you look at our website, everything that a customer needs to know about us and our services is written there. The list of services we offer is mentioned clearly. Most importantly we clearly mention our rates and prices. There are no hidden costs attached to these.
In transcription outsourcing industry, accurate transcripts is the number one priority for a customer. A couple of weeks back Alan Woods from Milwaukee University hired Etranscriber.net for transcribing several academic research interviews into a text. Initially he hired the services of Castingwords.com but was unsatisfied with their services.
This is what he had to say in the Skype customer call that we had a while back, "…So transcription is not new to me. Infact I had a company called Casting Words. I don’t know if you have heard about them. They promised to send me accurate transcripts. But the quality of the work that I received was definitely not near to what I had paid for. So I cancelled the contract with Castingwords for transcribing the academic research interviews immediately after receiving the first two transcripts. And instead I searched online for an alternative to Castingwords and that is how I found you guys.
Alan and our team of transcribers down to business immediately. We did the legal paperwork, signed the non-disclosure agreement. And before setting off we told him that we expect to achieve these levels of accuracy with the type and quality of mp3 recordings that you are giving us for transcription. We agreed on all the points and submitted the work as per his expectations.
Important learning from the above case study:
- Be truthful to the client about what you can provide.
- Do not give false promises.
Tell Your Customers What Exactly They Will Get Out If It
First thing is first. Our company, at the very beginning tells our customers what they are very likely to get out of our services. We tell each and every one of our customer what our service is about and what it isn't. And the customers praise us for this. Why? Because we meet their expectations.
We asked one of our customers what did you like most about Etranscriber.net. This is what she had to say about us, "Well the thing that you reply to the emails so promptly and efficiently is simply amazing. And you cleared all my doubts about transcription … Thanks!!"
A customer comes to you because they are looking for something that they don’t have. So as a vendor you are out there in the blue ocean who can complete the need. However, there are probably several hundred other competitors who can offer services similar to yours. Remember the blue ocean strategy and the red ocean strategy? If you don’t set your customer expectations right in the beginning then it can push your company into a the red ocean of difficult times.
Good Samaritan customer service: Did you know that CVS Pharmacy runs 'Good Samaritan Vans' to help people on the highway who are in some sort of trouble. Recently a lady travelling on the busy Washington DC highway got a flat tire at 5:30 evening time. She didn't how to change the tire by herself so she called her husband for help.
Though she did have roadside motor assistance as per of her insurance coverage her husband decided to come to her rescue as the roadside assistance would have taken a long time to get to her. To her surprise just 5 minutes later a CVS good Samaritan van pulled next to her. The driver got down from the van, introduced himself and offered to help. This story made it to the news and it went viral.
About The Author:
Recommended links to visit
- CVS Samaritan Van program celebrates 30 years of helping.
- Recommend read on Customer service - Delivering Happiness: A Path to Profits, Passion, and Purpose by Tony Hseih.
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