Exceeding Customer Expectations: A Personal Touch
Exceeding Customer Expectations: A Personal Touch
Exceeding customer expectations is not just about meeting the bare minimum; it's about adding value and creating a memorable experience that the customer cherishes. Throughout my career and in my current role, I have consistently found ways to go above and beyond what was expected, and I believe this is a crucial skill for any professional, especially in today's competitive market.
Why Exceeding Customer Expectations Matters
As a Google SEO expert, understanding and implementing strategies to exceed customer expectations is vital. In digital marketing, where user experience and satisfaction play a significant role in SEO rankings, delivering an exceptional experience can set your services apart from the competition. This not only ensures higher conversion rates but also fosters long-term customer loyalty and positive word-of-mouth.
Personal Experience: The Hidden Advantage
I've always strived to produce content of a high standard during my career. However, since I retired and now focus on a select few areas of interest, I have the luxury of time to exceed customer expectations and then some. The lack of external expectations and goals, coupled with plenty of time, allows for a more detailed and thoughtful delivery of results. So, if I were to answer a similar question in a job interview, I would share a personal anecdote to illustrate how I have consistently exceeded customer expectations.
A Defense Contract Project: Delivered Beyond Expectations
One such instance occurred during a defense contract project involving three corporations: the Prime contractor (P), and two subcontractors, one of which was a small, lean-and-mean consulting outfit (B) where I worked, and the other a large, bureaucratic organization (S).
During a three-way phone conversation regarding P’s latest requirements change, they proposed a new feature that could be implemented by either subcontractor. Being the lead engineer on the project for B, I saw that this new feature could be implemented more easily in our code. While the representative from S hemmed and hawed about devising an implementation plan with his team, I decided to work on it immediately.
“That new feature you wanted? I just implemented it in our code. It will be live in Friday’s release.”
Working in a lean organization grants me the flexibility to deliver outstanding results without unnecessary delays, ensuring that the customer is consistently delighted with the outcome.
Customer Service at Its Best: Ultra Tailored Solutions
Exceeding customer expectations goes beyond mere functionality; it encompasses the entire customer experience. Consider a scenario in my previous job as a server at a national restaurant chain. We had a regular clientele who requested tartar sauce as a side with their meals. One day, the restaurant ran out of tartar sauce in the kitchen. Without hesitation, I began dicing pickles and making custom tartar sauce for these loyal patrons.
Despite the often assumed expectation of receiving regular tips, these regulars appreciated the gesture, often waiving their tip or leaving extra on other tables because of the effort I made. Regular and tip-less, they even waited 40 minutes to sit in my section during busy times, whereas others were content with waiting near another server. This experience taught me that while tipping is important, often, the act of making a customer feel appreciated and valued can be just as significant.
Conclusion
Exceeding customer expectations is not a one-time occurrence but a consistent approach to delivering exceptional results. Whether it's in a high-stakes defense project or a personal touch in customer service, every interaction offers an opportunity to build a positive and lasting relationship. By staying attuned to customer needs and delivering solutions with a personal touch, you can ensure that your services stand out in a crowded market.
Ultimately, exceeding customer expectations is about going above and beyond to deliver an unforgettable experience that truly resonates with your audience. In the digital realm, this can mean implementing SEO strategies that enhance user experience, or in traditional roles, providing top-notch customer service that leaves a lasting impression.