The most crtical aspect of service delivery or any business transction is managing customer expectations because that’s where customer satisfaction comes from.

Many times we focus so much on the money but not what the client expects only to later start saying, but I thought you wanted this. I thought you had two weeks to wait e.t.c.

Many of the clients we have worked with in the past, pre covid will tell you one of the things we are good at is doing the best in the quickest possible time. Most importantly, when we give you our word its as good as money in the bank. If we say three days then three days it will be.

For example, when a client comes to register a business with us, we shall take time to understand what they want, tell them what it will cost them and list down our diverables and times frames. If you want to register a sole propretorhip we shall seat down and explain to you the pros and cons and the likely challenges you’ll encounter. We shall tell you how much it will cost you (300,000). Then we shall tell you what you will get, which is a certificate of registration and a copy of your statement of particulars. We usually make three copies, one remains in your file at the registry, one you can use to open an account and one is owners original copy all certified. Any more copies attract an extra charge and we also make this clear.
Then we shall tell you the process will take 2-5 working days unless otherwise. If something out of the ordinary happens you will be informed. At that stage we shall do whatever we can at whatever cost to ensure the set expectations are met and 99% of the time they do. Now during this period we tell clients, ordinarily this process takes us 2-5 working days but due to the current prevailing circumstances it may take 2-4 weeks. This is important in aligning the client’s expectations so that there are no unecessary-unreasonable expectations that if not met would leave the client feeling unsatisfied even when that feeling is realy not justified.
So at the end of the day, you have to know the clients feelings are important. they have to feel satisfied.Regardless of how great the food tastes if one doesn’t feel satisfied they will still leave grambling, never forget that.
Jaluum Herberts Luwizza is a Speaker,Writer, Columnist with the C.E.O Magazine and Contributor with the Nile Post.He is also a Business Consultant with YOUNG TREP East Africa’s No.1 Business Management and Consultancy firm that helps people start and grow profitable businesses.
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